Desktop Support Technician-Non-Ex

Job Description

OVERVIEW

We at the Service Desk provide and support the computer and mobile equipment that NPR staff rely on. We manage the organization's computers and collaborate with other teams to ensure they are operational for NPR broadcasts. As a Service Desk Technician you will work as part of the IT Operations team to support technology and NPR staff as the first point of contact resolving and triaging requests. We operate 24/5 with an on-call rotation during weekend overnights. The role will focus on resolving issues with applications, hardware, accounts, and connectivity as well as helping with reporting and projects.

RESPONSIBILITIES
• Provides telephone, email, remote support to resolve technical incidents for staff
• Diagnose issues with computer, mobile, and peripheral hardware
• Diagnose issues with network connectivity over ethernet, wireless, and VPN
• Troubleshoot OS and applications on PC, Mac, mobile
• Manage accounts for mail, telecom, and access controls
• Administer user and computer accounts using Active Directory, SCCM, and JAMF
• Monitor, triage, and take ownership of support incidents
• Install, build, and maintain computers, network, telephony equipment, peripherals, and mobile devices
• Provide creative troubleshooting and support for applications and production systems
• Respond to service requests within required Service Level Agreement
• Document processes, procedures, instructions, and training materials for users and IT colleagues
• Collaborate with other teams to support local infrastructure and services and assist with projects
• Adhere to Service Desk policies and procedures and all organizational security standards
• Address system outages by following appropriate escalation path
• Available to work shifts as required including nights and weekends based on 24 x 7 operation
• Participate in after-hours on-call support
• Coordinate and performs department moves
• Interface with outside clients and vendors

QUALIFICATIONS

EDUCATION: Bachelor's degree preferred with a concentration in Information Technology, Computer Science, or an Associate degree and direct career experience in information technology disciplines, or an equivalent combination of education and experience

Certifications: A+, Network+, MCP or ACMT certifications desired

REQUIRED SKILLS
• Exceptional customer service/interpersonal skills
• Excellent verbal and written communications skills
• Prior Service Desk experience in an enterprise environment
• Experience managing user accounts with Active Directory
• Experience configuring hardware and software for Mac and PC
• Support video conferencing and AV equipment
• Ability to operate in a deadline driven environment and successfully prioritize multiple responsibilities
• Must be able to work cooperatively with others as part of a team, hold own work to high standards, and inspire others to do the same
• PC and Mac hardware, application, OS, and mobile troubleshooting skills
• Self-Starter, detail oriented, with strong organizational skills

PREFERRED SKILLS
• Experience administering accounts and groups in Exchange/365 Administration
• Experience administering accounts for Multi Factor Authentication
• Experience with Windows administration and patching using SCCM
• Experience with Apple administration and patching using JAMF
• Experience with Avaya IP phone management

Jobcode: Reference SBJ-gpn20x-3-14-132-214-42 in your application.