Help Desk Analyst

The New York Times • New York, NY

9d • Hybrid

About The Position

The Help Desk Analyst provides infrastructure IT support services for The New York Times Company. Reporting to the Senior Manager of End-user Support you will deliver technical customer support over the phone in a call center environment. You will partner with teams across the company to provide support that includes problem resolution, request fulfillment, software and hardware troubleshooting, remote assistance, and end-user training.
You will work a Hybrid remote/in-office schedule with the following shifts: Monday, Thursday, Saturday, and Sunday 11am to 10pm
You will identify, troubleshoot, and resolve multiple computer-related issues. Additionally, you will distinguish between level one and level two end-user problems. Furthermore, you will maintain collaborative working relationships and demonstrate sensitivity to and respect for a diverse population.

Requirements

• 2+ years of experience in the field of IT Help Desk or computer support.
• Excellent technical troubleshooting techniques.
• Strong written/verbal communication skills.
• Ability to perform in a dynamic environment with changing schedules and priorities.
• Excellent customer focus.

Nice To Haves

• Familiarity with Apple platforms.
• Familiarity with Servicenow.
• Experience with networking and telephony.

Responsibilities

• Answer calls from NY Times employees, freelancers, and contractors and create tickets following established procedures.
• Troubleshoot and resolve issues by phone, chat, email, or in person from NY Times employees, freelancers, and contractors.
• Provide support to business critical end-users on the macOS and Windows platforms by phone, email, chat, or remote control.
• Create IT support requests and provide resolution promptly using ServiceNow and Jira ticketing systems.
• First level troubleshooting of supported operating systems and applications including Microsoft Office, Adobe Creative Suite, financial tools and internet browsers along with third-party apps provided by the company.
• Provide account additions, modifications, and deletion requests to NYT supported systems.
• Troubleshoot incidents and fulfill requests following established departmental standards including supporting Information Technology Infrastructure Library (ITIL) change-incident-problem management processes and work instructions.
• Identify and improve processes that can improve the customer experience.
• Document and update standard operating procedures.
• Perform related work as assigned.
• Demonstrate support and understanding of our value of journalistic independence and a commitment to our mission to seek the truth and help people understand the world.

Benefits

• For roles in the U.S., dependent on your role, you may be eligible for variable pay, such as an annual bonus and restricted stock.
• Benefits may include medical, dental and vision benefits, Flexible Spending Accounts (F.S.A.s), a company-matching 401(k) plan, paid vacation, paid sick days, paid parental leave, tuition reimbursement and professional development programs.
• For roles outside of the U.S., information on benefits will be provided during the interview process.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees