Technical Support Specialist

3 weeks ago

Norfolk, Virginia, United States The New York Times Full time
About the Role

The New York Times is seeking a highly skilled Technical Support Analyst to join our team. As a Technical Support Analyst, you will provide infrastructure IT support services for The New York Times Company and The New York Times Shared Services Center (SSC). You will work on a team supporting all functional business areas, working closely with NY Help Desk, networking, storage, and other support teams to provide fast and seamless service to end-users in the office and remotely.

Responsibilities:
  • Provide hands-on support to business critical end-users on the 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
  • Help 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 but not limited to 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 to users as needed
  • Troubleshoot incidents and fulfill requests observing established departmental standards including supporting ITIL change-incident-problem management processes and work instructions
  • Provide assistance and work 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
  • Help 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
Basic Qualifications:
  • 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
Preferred Qualifications:
  • 1+ year of experience with Service Now
  • 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.

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.

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