Technical Support Specialist
About The Position
As Desktop Support Administrator, you will provide infrastructure IT support services for The New York Times Company. You will support all functional departments, working with the New York Help Desk, Application Support, Platforms, Networking, Storage, and other support teams to provide fast and exceptional service to end-users. You will report to the Manager, End-user Operations. You will be on site three days per week in New York, NY. This is a hybrid position, based in our New York City office and includes regular attendance in the office 3 days each week (subject to change).
Requirements
- 3+ years of experience in an IT technical support role
- 1+ years of experience with end-user support using different technologies
- 1+ years of experienced as a system administrator.
- You can move, lift, carry, push, pull, and place objects up to 25 pounds without assistance
- You can reach overhead and below the knees, including bending, twisting, pulling, and stooping
- You can stand, sit, or walk for an extended period of time
Nice To Haves
- Familiarity with Apple platforms
- Familiarity with Servicenow
- Familiarity with Bomgar remote control application
Responsibilities
- You will provide tier 2 hands-on support to end-users throughout the company (excluding executives) who are working in an office or working from home
- You will promptly handle IT support requests through Servicenow and Jira ticketing systems
- You will maintain all equipment per our company inventory asset control standards.
- You will deploy, configure, and troubleshoot end-user computing devices
- You will install, configure, and troubleshoot supported operating systems including: enterprise software (i.e Microsoft Office Adobe Creative Suite, Gsuite, etc), Wi-Fi, internet browsers, and general connectivity issues.
- You will provide customer training on systems and technology and distribute instructional documentation.
- You will troubleshoot and resolve issues via remote support tools, phone, chat, email, or in person from NY Times employees, freelancers, and contractors and update and create tickets following established procedures.
- You will assist facilities for operational requests and building needs
- You will enforce standards and security, including: PCI and GDPR standards.
- You will support special events in the office and at remote locations
- You will demonstrate support and understanding of our value of journalistic independence and a strong commitment to our mission to seek the truth and help people understand the world.
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
