Senior IT Service Desk Tech

Job Description

Job Title
Senior IT Service Desk Tech

About Your Contributions:
• Reporting to an IT Service Desk Manager, as a member of the IT Service Desk team, provides support to the Dotdash Meredith staff, including desktop support issues primarily on-site, and remotely as needed. Support may take place in-person or remotely via phone, Zoom, and Slack.
• Collaborate with other IT teams to escalate complex problems, support project testing and deployment, and proactively communicate updates to end-users and stakeholders throughout the resolution process.
• Troubleshoot and resolve issues on Mac OS and Windows computers.
• Monitor ticket queues and Slack support channel, providing exceptional support and resolution times.
• Ensure provided support meets SLAs.
• Participate in the on-duty rotation covering walkup support, Slack, and ticket management.
• First point of escalation for L1 and L2 IT service desk related issues.
• Assist with application provisioning and deployment of new equipment to end-users and new staff.
• Provide backup support for conference and Zoom room needs.
• Work with vendors to schedule hardware repairs.
• Assist with management and auditing of hardware inventory, as well as software site licenses.
• Create, manage, and maintain internal technical documentation as is relevant to the team.
• Stay updated on current technologies, troubleshooting techniques, and best practices in IT support.
• Assist with ad-hoc and team projects as needed.
• This is an on-site role.

About You:
• 4+ years of experience in an in-person or virtual technical support role in a fast-paced, high-volume support environment.
• Strong troubleshooting skills with hardware, software, and peripherals.
• A strong dedication to customer service excellence.
• Proven ability to think critically and find solutions under pressure.
• Strong macOS and Windows 10/11 proficiency.
• Mac and PC hardware troubleshooting.
• Experience in managing and troubleshooting cloud-based services such as Slack, Google, Workspace, Office 365, and other SaaS applications.
• Experience with an MDM system such as Jamf and Intune.
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP).
• Strong desire to learn new technologies and systems.
• Zoom and Zoom room support experience.
• Comfortable working with ticketing systems such as Jira Service Desk.
• Ability to work occasionally after hours and on weekends for maintenance and as part of an on-call rotation, if needed.
• Industry-recognized certifications such as CompTIA A+, Network+, Security+, are a plus.
• Bachelor's degree preferred.

It is the policy of Dotdash Meredith to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, the Company will provide reasonable accommodations for qualified individuals with disabilities. Accommodation requests can be made by emailing ddm.hr@dotdashmdp.com.

Jobcode: Reference SBJ-g68pyj-3-129-63-186-42 in your application.