IT Helpdesk Technician - New Orleans

IT Helpdesk Technician

The Advocate is Louisiana’s largest news organization with a staff of more than 100 journalists across our three markets – New Orleans, Baton Rouge & Lafayette and is locally owned. We believe strongly in the power of local journalism. This allows us to be agile, to experiment, to succeed – and to fail. It’s why we want to continue our digital transformation, become more focused on our readers’ wants and needs and build upon a business model that will allows us to publish authoritative local news for another 100-plus years.

The Advocate is looking for an experienced IT technician in our offices to provide fast and useful technical assistance on computer systems. The ideal team member should have technical knowledge, experience troubleshooting & researching solutions in a timely manner, and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with stressed individuals. Our goal is to keep our company and coworkers operating at optimal levels.

Responsibilities:

• Serve as the point of contact for coworkers seeking technical assistance.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by coworkers.
• Walk the individual through the problem-solving process.
• Direct unresolved issues to the next level of support personnel or vendor support if needed.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Identify and suggest possible improvements on procedures.

Requirements:

• Proven experience as a help desk technician, end user support, or network support role.
• Tech savvy with working knowledge of Microsoft office products, Adobe products, databases, and remote desktop.
• Good understanding of computer operating systems including Windows PC and Mac, Active Directory, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Excellent communication skills.
• Customer-oriented and cool-tempered.

Preferred:

• BSc/BA in IT, Computer Science, or relevant field
• PC and Mac support experience

The Advocate is committed to recruiting, developing, and promoting a diverse workforce while providing unique opportunities and career paths for our employees. We encourage applicants of all backgrounds and experience levels to apply.