Technical Support Analyst

Description

About the Role

The Technical Support Analyst position provides infrastructure IT support services for The New York Times Company, and The New York Times Shared Services Center (SSC).

You will work on a team supporting all functional business areas, working closely with NY Help Desk, networking, storage, and other support teams to provide fast and seamless service to end-users in the office and remotely.

You will work a hybrid schedule Monday - Friday. You will report to the Manager, Remote Sites- End User Services.

Responsibilities :

• You will provide hands-on support to business critical end-users on the macOS and Windows platforms
• You will ship and receive company assets observing defined procedures and monitoring FedEx tracking of shipments and receipt into proper stockrooms.
• You will handle IT support requests via ServiceNow, Jira, and Slack providing resolution promptly
• You will deploy, configure, and troubleshoot end-user computing devices including, Windows and Apple laptops, desktops, printers, monitors, video conferencing equipment, and wireless devices
• You will help with network, server, telecom, and storage change management which may include after hours and weekend change requests
• You will maintain all equipment per our company inventory asset control standards, including physical inventories and receipt of hardware transfers using ServiceNow, JAMF, and Altiris.
• You will install, configure, and troubleshoot supported operating systems and applications including but not limited to Microsoft Office, Adobe Creative Suite, financial tools and internet browsers
• You will provide customer training on systems and technology to end-users, preparing and distributing instructional documentation to users as needed
• You will Troubleshoot incidents and fulfill requests observing established departmental standards including supporting ITIL change-incident-problem management processes and work instructions
• You will provide assistance and work with facilities management for NYT operational requests and building needs
• You will work with approved vendors for both IT and non-IT requests to support our business requirements
• Help support remote offices as needed which may require travel domestically
• You will work independently on daily operations in a self motivated environment
• You will Support special events in the office and at remote locations

Basic Qualifications :

• 2+ years of recent experience in an information technology technical support role
• 2+ years of recent experience with Apple and Windows platforms
• You can move, lift, carry, push, pull, and place objects up to 25 pounds without assistance. (reach overhead and below the knees, including bending, twisting, pulling, and stooping)

Preferred Qualifications :

• 1+ year of experience with Service Now.
• Certifications : PC, Apple, JAMF
• Experience with end-user support using a wide range of technology
• Experience with the networking / hardware infrastructure

LI-Hybrid

The New York Times is committed to a diverse and inclusive workforce, one that reflects the varied global community we serve.

Our journalism and the products we build in the service of that journalism greatly benefit from a range of perspectives, which can only come from diversity of all types, across our ranks, at all levels of the organization.

Achieving true diversity and inclusion is the right thing to do. It is also the smart thing for our business. So we strongly encourage women, veterans, people with disabilities, people of color and gender nonconforming candidates to apply.

The New York Times Company is an Equal Opportunity Employer and does not discriminate on the basis of an individual's sex, age, race, color, creed, national origin, alienage, religion, marital status, pregnancy, sexual orientation or affectional preference, gender identity and expression, disability, genetic trait or predisposition, carrier status, citizenship, veteran or military status and other personal characteristics protected by law.

All applications will receive consideration for employment without regard to legally protected characteristics. The New York Times Company will provide reasonable accommodations as required by applicable federal, state, and / or local laws.

Individuals seeking an accommodation for the application or interview process should email . Emails sent for unrelated issues, such as following up on an application, will not receive a response.

The Company will further consider qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable "Fair Chance" laws.

The New York Times Company follows the pay transparency and non-discrimination provisions outlined by the United States Office of Federal Contract Compliance Programs. Click for details.