Job Description

Help Desk Analyst- Night Shift

The mission of The New York Times is to seek the truth and help people understand the world. That means independent journalism is at the heart of all we do as a company. It's why we have a world-renowned newsroom that sends journalists to report on the ground from nearly 160 countries. It's why we focus deeply on how our readers will experience our journalism, from print to audio to a world-class digital and app destination. And it's why our business strategy centers on making journalism so good that it's worth paying for.

About the Role

As a Help Desk Analyst, you will provide infrastructure IT support services for The New York Times Company. You will deliver technical customer support over the phone in a call center environment. You'll need to identify, troubleshoot, and resolve different technical computer-related problems. You'll make the distinction between level one and level two end-user problems, master new computer technology, while maintaining cooperative working relationships. You will support all functional departments, including: problem resolution, request fulfillment, software and hardware resolution, remote support, and end-user training. You will report to the Senior Manager, End-user Support.

Shift Details: Thursday, Friday, Saturday, and Sunday from 9:00PM-8AM ET.

Responsibilities:

• You will answer calls from NY Times employees, creating tickets following established policies and procedures.
• You will troubleshoot and resolve issues via phone, chat, email, or in person
• You will create IT support requests and provide resolution promptly using ServiceNow and Jira ticketing systems
• You will be the first level troubleshooting of supported operating systems including: Microsoft Office, Adobe Creative Suite, financial tool, and internet browsers along with third-party apps provided by the company.
• You will support additions, modifications, and deletion requests to NYT systems.
• You will identify and improve processes, improving the customer experience
• You will document and update standard operating procedures
• Demonstrate support and understanding of our value of journalistic independence and a strong commitment to our mission to seek the truth and help people understand the world

Basic Qualifications:

• 2+ years of experience in the field of IT Help Desk and/or computer support.
• 1+ years of experience in technical troubleshooting
• 1+ years of experience working in a environment with changing schedules and priorities

Preferred Qualifications:

• You have familiarity with Apple platforms.
• You have familiarity with Servicenow.
• 1+ years of experience with networking and telephony.

This role is represented by the News Guild of New York.

REQ-018618

The annual base pay range for this role is between:

$67,626 - $70,000 USD

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