IT Support Technician

Job Description

IT Support Technician I (Temporary)
OVERVIEW

INTRO TO POSITION

In this role you will be the first point of contact to support staff and the technology they use at NPR, from business applications to network connectivity, broadcast and podcast production. You will provide staff with training and troubleshooting assistance at the application and hardware level. This role works closely with other technology teams to support our tools and services so that technology issues are addressed quickly.

The ideal candidate will have enterprise IT support experience with tools such as: Active Directory, Okta, MS Entra and Google Workspace suites, networking, and be able to work together with teams in other locations. Experience in a deadline driven environment, exposure to ITSM tools such as Freshservice, and an interest in public media are a plus.

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
• Support users producing content in in house and hosted Content Management Systems
• Manage accounts for email, telecom, and access controls
• Configure and manage Avaya VOIP phones
• 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, procedures, and security standards and apply to daily work
• Identify and 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.

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
• Certifications: A+ certification desired

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 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.

REQUIRED SKILLS
• Exceptional customer service/interpersonal skills
• Excellent verbal and written communications skills with non-technical audience
• 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
• 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 SKILLS
• Prior Service Desk experience in an enterprise environment
• Experience administering accounts in Active Directory, Entra, Exchange Admin Center
• Experience administering accounts for Multi-factor Authentication
• Experience documenting processes, procedures, instructions, and training materials for users and IT colleagues
• Knowledge of best IT practices, policies, and procedures

JOB TYPE
• This is a temporary (6-month) full time position.

COMPENSATION

The US based anticipated hourly rate for this opportunity is $30 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.

CLOSING COMPLIANCE STATEMENTS

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

$30
- $30 USD

If you are a person with a disability needing assistance with the application process, please reach out to employeerelations@npr.org.

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.

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Jobcode: Reference SBJ-royjy4-18-97-14-85-42 in your application.