About the Role, Mission or Department Overview
The Technical Support Specialist position provides infrastructure IT support services for The New York Times Company. This role will support all functional business areas. It will work closely with various teams, including the New York Help Desk, Application Support, Platforms, Networking, Storage, and other support teams. The goal is to provide fast and exceptional service to end users.
This role reports to the Manager of Operations
Responsibilities:
- Provide tier 2 hands-on support to end-users throughout the company (excluding executives) who are working in an office or working from home.
- Handle IT support requests by Servicenow and Jira ticketing systems providing resolution promptly via remote control software or in person.
- Maintain all equipment per us inventory asset control standards.
- Deploy, configure, and troubleshoot end user computing devices including:
- Laptops, desktops, monitors, printers, and desk phones
- Video conferencing equipment including TV's, IPTV, and cable boxes
- WiFi, Ethernet, and mobile wireless devices
- Zero-touch computer deployments for onboards and upgrades
- Install, configure, and troubleshoot supported operating systems. These include, but do not limit to, enterprise software such as Microsoft Office, Adobe Creative Suite, and Gsuite that the employee uses. Additionally, troubleshoot Wi-Fi, internet browsers, and general connectivity issues.
- Provide customer training on systems and technology and distribute instructional documentation.
- Troubleshoot and resolve issues by remote support tools, phone, chat, email, or in person from NY Times employees, freelancers, and contractors and maintain tickets following established procedures.
- Assist facilities for operational requests and building needs
- Enforce standards and security, including PCI and GDPR standards.
- Work on projects assigned by management.
- Support special events in the office and at remote locations
- 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.
Basic Qualifications:
- 2 years of experience in an IT technical support role.
- 2 years of experience providing end-user support across a broad range of technologies and systems.
- Experience as a Systems Administrator or supporting enterprise IT environments.
- Troubleshooting, problem-solving, and technical diagnostic skills.
- Demonstrated excellent customer service.
- With the ability to work independently and manage multiple priorities.
- Ability to move, lift, carry, push, pull, and place objects weighing up to 25 pounds without assistance.
- Ability to reach overhead and below the knees, including bending, twisting, pulling, and stooping.
- Ability to stand, sit, or walk for extended periods of time.
Preferred Qualifications:
- Familiarity with Apple platforms is preferred.
- Familiarity with Servicenow is preferred.
- Familiarity with Bomgar remote control application is preferred.
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REQ-020139
