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Technical Support Specialist
2 months ago
The New York Times is seeking a skilled Technical Support Analyst to join our team. As a key member of our IT department, you will provide critical infrastructure support services for our company and the New York Times Shared Services Center.
Responsibilities:- Provide hands-on support to business-critical end-users on macOS and Windows platforms.
- Ship and receive company assets, observing defined procedures and monitoring FedEx tracking of shipments and receipt into proper stockrooms.
- Handle IT support requests via ServiceNow, Jira, and Slack, providing resolution promptly.
- Deploy, configure, and troubleshoot end-user computing devices, including Windows and Apple laptops, desktops, printers, monitors, video conferencing equipment, and wireless devices.
- Assist with network, server, telecom, and storage change management, which may include after-hours and weekend change requests.
- Maintain all equipment per our company inventory asset control standards, including physical inventories and receipt of hardware transfers using ServiceNow, JAMF, and Altiris.
- Install, configure, and troubleshoot supported operating systems and applications, including Microsoft Office, Adobe Creative Suite, financial tools, and internet browsers.
- Provide customer training on systems and technology to end-users, preparing and distributing instructional documentation as needed.
- Troubleshoot incidents and fulfill requests, observing established departmental standards, including supporting ITIL change-incident-problem management processes and work instructions.
- Assist with facilities management for NYT operational requests and building needs.
- Work with approved vendors for both IT and non-IT requests to support our business requirements.
- Support remote offices as needed, which may require travel domestically.
- Work independently on daily operations in a self-motivated environment.
- Support special events in the office and at remote locations.
- 2+ years of recent experience in an information technology technical support role.
- 2+ years of recent experience with Apple and Windows platforms.
- Ability to move, lift, carry, push, pull, and place objects up to 25 pounds without assistance.
- 1+ year of experience with ServiceNow.
- Certifications: PC, Apple, JAMF.
- Experience with end-user support using a wide range of technology.
- Experience with the networking/hardware infrastructure.
The annual base pay range for this role is between $60,000.00 and $70,000.00.
The New York Times is committed to a diverse and inclusive workforce, one that reflects the varied global community we serve. Our journalism and the products we build in the service of that journalism greatly benefit from a range of perspectives, which can only come from diversity of all types, across our ranks, at all levels of the organization.
Achieving true diversity and inclusion is the right thing to do. It is also the smart thing for our business. So we strongly encourage women, veterans, people with disabilities, people of color, and gender nonconforming candidates to apply.
The New York Times Company is an Equal Opportunity Employer and does not discriminate on the basis of an individual's sex, age, race, color, creed, national origin, alienage, religion, marital status, pregnancy, sexual orientation or affectional preference, gender identity and expression, disability, genetic trait or predisposition, carrier status, citizenship, veteran or military status, and other personal characteristics protected by law.
