Sr Tech Support Analyst bei American Public Media Group

Position Summary:

As a Technology Support Analyst at American Public Media Group, you will be an integral part of a collaborative IT team, delivering day-to-day technical support and ensuring smooth IT operations for the staff of Minnesota Public Radio, Marketplace, and LAist. While troubleshooting and resolving computer software and hardware issues, you’ll be focused on developing trusted relationships and delivering outstanding service. You’ll be part of an agile and collaborative team of technicians and administrators while also working within the larger APMG IT department. A skilled technician with an appetite to learn will find an abundance of opportunities to develop new skills.

Expected Compensation Range: $90,000 - $95,000 USD annualized. The exact rate is determined by experience and education related to the role, organizational compensation structure, and internal equity.

Location: On-Site, St. Paul, MN

Application Process: Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Application Deadline: Open until filled. 

Position Responsibility:

• Troubleshoot, isolate issues, and implement solutions to technology-related issues in a timely and professional way.
• Provide support for and manage SaaS applications such as Office365, Entra ID, and SharePoint.
• Provide frontline support for security operations by triaging tickets and coordinating with APMG’s Managed Security Services Provider (MSSP).
• Collaborate with the IT Operations Manager to oversee the lifecycle management of client hardware assets, ensuring timely replacement and optimal performance across Minnesota locations.
• Oversee and support the operational needs of the KPMC conference rooms, ensuring reliable technology performance and a seamless user experience for meetings and events.
• Communicate both in-person and remotely via phone or e-mail, with oral and written communications skills that are clear and succinct with a warm customer focus.
• Educate employees one-on-one and in groups on varying technical topics. 
• Document all incidents, requests, questions, and feedback via the corporate service management ticketing tool.
• Escalate incidents, requests and questions to Systems Administrator and other members of the IT and/or Technology teams for the most effective and efficient response to customers.
• Assist in the evaluation, repair, inventory, installation, and disposal of computing hardware and software.
• Gain feedback from users about their computing experience. 
• Manage internal and user-facing projects and assignments throughout their entire life cycle.
• Provide overnight and weekend on-call technical support via rotation.
• Other duties as assigned. 

Required Education and Experience:

• Bachelor’s degree in computer engineering, computer science, MIS or equivalent experience.
• 3+ years of hands-on IT experience, including:
• 3 to 5 years of experience with local and remote desktop, laptop and printer support in a service desk and client-side support environment.
• Experience administering a hybrid Active Directory / Azure Active Directory (Microsoft Entra ID) environment.
• Experience with TCP/IP networks, routers, and switches.

Required Skills, Knowledge and Abilities:

• Strong knowledge and experience with Windows 11 Professional, Microsoft 365 apps and services, and current versions of macOS in a hybrid environment.
• Experience with Microsoft 365 administration, including SharePoint Online, Teams, and Exchange Online, in hybrid environment.
• Solid understanding and experience with PC and macOS hardware and peripherals.
• knowledge of TCP/IP, DHCP and DNS for troubleshooting purposes.
• Experience with installing, configuring, and troubleshooting multi-function printers (MFPs) and other office devices.
• Ability to troubleshoot local and remote network access and VPN connectivity from the client side.
• Strong problem-solving skills; the ability to research problems independently using multiple resources and develop practical solutions.
• Interpersonal skills; active listening, ability to convey ideas, facts, and technical information, accurately, thoroughly in a manner easily understood by non-technical people.  Patience to repeatedly instruct people on the steps to take to solve computer problems.
• Ability to be fully productive while working independently and with minimal supervision.
• Excellent and efficient multitasking ability on multiple time-sensitive projects at any given time.
• Excellent planning and organizational skills.
• Open to learning and applying new technologies and skills to further develop while advancing the needs of the organization.
• Good written communication skills for everyday business communication and documentation.
• Ability to handle a changing flow of issues and information and exercise patience and professionalism during stressful situations.
• Must have a strong customer satisfaction / service focus.

Preferred Skills and Experience:

• Familiarity with Apple device management, preferably using JAMF Pro or comparable MDM solutions. 
• Experience with Active Directory, Group Policy, Azure Active Directory (Entra ID), and modern endpoint management tools such as Microsoft Intune and Configuration Manager (SCCM).
• Experience in radio, media, broadcast, or IP-based audio environments (a plus but not required).
• Relevant industry certifications such as CompTIA (A+, Network+, Security+), CCNA, Microsoft Certified (Azure Administrator, Endpoint Administrator), Apple Certified Support Professional, or similar. 
• Understanding of ITIL practices and service management fundamentals

Reporting To This Position: None. 

Physical Demands and Working Conditions:

• Must be able to perform the essential duties of the position with or without reasonable accommodation.
• Some travel to remote bureaus will be required.
• Must be able to be on call 24/7/365 and work non-scheduled hours, with 24-hour transportation.
• Physical Demands: 
• Required to move about in an office environment and sit for extended periods of time.
• Required to move about in the community.
• Reach with hands and arms.
• Required to work outdoors at times.
• Frequent use of hands for data entry/keystrokes and simple grasping.
• Required to lift up to 50 pounds.
• Working Conditions: 
• Moderate noise level.
• Occasional exposure to prevalent weather conditions.

APMG offers a comprehensive benefits package including Medical plans with HSA and FSA options, Dental, Vision, Life and AD&D, Short-Term and Long-Term Disability, Paid Parental Leave and Paid Caregiver Leave after 1 year, Vacation (3 wks./per year, pro-rated, based on hours worked), Sick time (12 days, pro-rated, based on hours worked), Holiday Pay (10 holidays + 2 floating holidays each year), Volunteer Time (8 hours per year), Long-Term Care and Critical Illness insurance options, Employee Assistance Program, 403(b) Retirement Plan, and more.

Diversity creates a healthier atmosphere: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. 

We are committed to hiring a breadth of diverse professionals and encourage members of diverse groups to apply.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.