Technical Support Specialist - Remote

Overview

The Technical Support Specialist position provides infrastructure IT support services for The New York Times Company. You will support all functional departments, working with the New York Help Desk, Application Support, Platforms, Networking, Storage, and other support teams to provide fast and exceptional service to end-users.

In Short

• Provide tier 2 hands-on support to end-users throughout the company (excluding executives) who are working in an office or working from home.
• Handle IT support requests with Servicenow and Jira ticketing systems providing resolution promptly through remote control software or in person.
• Deploy, configure, and troubleshoot end-user computing devices including laptops, desktops, monitors, printers, and phones.
• Install, configure, and troubleshoot supported operating systems and related applications including enterprise software.
• Provide customer training on systems and technology and distribute instructional documentation.
• Troubleshoot and resolve issues through remote support tools, phone, chat, email, or in person.
• Enforce standards and security, including PCI and GDPR.
• May need to move, lift, carry, push, pull, and place objects up to 25 pounds without assistance.
• Demonstrate support and understanding of the value of journalistic independence.
• You will report to Manager of End User Operations.

Requirements

• 3+ years of experience in an information technology technical support role.
• Experience with end-user support using a wide range of technology.
• Experience with Apple Platforms.
• Excellent customer service skills.

Benefits

• Commitment to a diverse workforce.
• Equal Opportunity Employer.
• Reasonable accommodations for applicants.
• Support for journalistic independence.