IT Support Technician

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 staff our overnight shift and focus on resolving issues with applications, hardware, accounts, and connectivity as well as helping with reporting and projects.

RESPONSIBILITIES
• Provide end-user support to resolve technical incidents for staff working in-person and remotely
• Diagnose issues with computers, mobile devices, and peripheral hardware
• Diagnose issues with network connectivity over ethernet, wireless, and VPN
• Troubleshoot OS applications on PC, Mac, mobile
• Manage accounts for email, telecom, and access controls
• Administer user and computer accounts using Active Directory, Azure, Exchange Admin Center, Okta, SCCM, and Kandji
• 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
• Able to work 10:00pm – 7:00am Sunday – Thursday overnight shift and other shifts as required including evenings and weekends based on 24 x 7 operation
• Participate in after-hours on-call rotation
• Coordinate and performs department moves
• Interface with outside clients and vendors

The above duties and responsibilities are not an exhaustive list of required responsibilities, duties and skills. Other duties may be assigned, and this job description can be modified at any time.

MINIMUM QUALIFICATIONS
• Exceptional customer service/interpersonal skills
• Excellent verbal and written communications skills
• 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 especially as it pertains to process execution, testing, following policy and procedures

PREFERRED QUALIFICATIONS
• Prior Service Desk experience in an enterprise environment
• Experience administering accounts and groups in Active Directory and Exchange Admin Center
• Experience administering accounts for Multi Factor Authentication
• Experience with Windows administration and patching using SCCM and Intune
• Experience with Apple administration and patching using Kandji
• Experience with Avaya IP phone management

EDUCATION REQUIREMENT

Bachelor's degree preferred, or an Associate degree and direct career experience in information technology disciplines, or an equivalent combination of education and experience

WORK LOCATION
• Hybrid Permitted: This is a hybrid permitted role. Some aspects of this role include duties that are better performed at an NPR facility. The employee will be required to be onsite at the [Washington, DC / Culver City / New York City / Chicago] office at least 10 days a year. The employee must also reside in an NPR supported location based on the number of onsite days they choose.

JOB TYPE
• This is a full time, non exempt position.

COMPENSATION

Hourly Rate: The US based anticipated hourly rate for this opportunity is $25 - 33.65 per hour. The range displayed reflects the minimum and maximum hourly rate NPR expects to provide for new hires for the position across all US locations.

Benefits: NPR offers access to comprehensive benefits for employees and dependents. Regular, full-time employees scheduled to work 30 hours or more per week are eligible to enroll in NPR's benefits options. Benefits include access to health and wellness, paid time off, and financial well-being. Plan options include medical, dental, vision, life/ accidental death and dismemberment, long-term disability, short-term disability, and voluntary retirement savings to all eligible NPR employees.

Does this sound like you? If so, we want to hear from you.

The range displayed reflects the minimum and maximum salaries NPR expects to provide for new hires for the position across all US locations.

NPR Pay Range

$25 - $33.65 USD

Want more NPR? Explore the stories behind the stories on our NPR Extra blog. Get social with NPR Extra on Facebook and Instagram. Find more career opportunities at NPR.org/careers.

Jobcode: Reference SBJ-rj46x2-3-22-120-195-42 in your application.