Technician

Job Description

The Washington Post is seeking a Help Desk Technician to join our Service Desk Team. As a Help Desk Technician, you will play a critical role in providing first-class support for Washington Post employees. With the support of your team, you will triage, investigate, document, and resolve incidents and service requests - all with a customer-focused lens.

Our Environment:
The Washington Post has approximately 2500 employees, split between macOS and Windows devices. The Service Desk provides first-level support for all employees, with an average of 300 tickets weekly. In addition, the team maintains the office printers, large screen monitors, conference rooms, and provisions 3rd party application access. While the Service Desk hours are 8 am - 6 pm during weekdays, there will be times occasional evening & weekend support is required.

Motivation:

• You are energized by working in a fast-paced, collaborative team environment.
• You have an aptitude for problem-solving.
• You want to learn more about technology and get exposed to a variety of applications and systems.

Responsibilities:

• Provide world-class support for Windows, macOS, tablets, and smart devices.
• Follow team standard operating procedures & troubleshooting methods.
• Maintain the organization's Service Level Agreement (SLA).
• Serve as the first point of contact for customers seeking technical assistance.
• Escalate tickets as needed across departments and teams
• Document ticket resolutions in the ITSM Knowledge Base.
• Support a hybrid environment.

Qualifications:

• 2-3 years of experience in an enterprise Help Desk environment supporting both Windows and macOS Devices.
• Excellent customer service skills.
• Ability to explain technical information to non-technical audiences, both in writing and orally.
• Experience with Help Desk ticketing systems and best practices.
• Associate degree in computer science or relevant certifications preferred.

Location:

Washington Post's NYC office. This is a Full-time in office role.

Compensation and Benefits

Wherever you are in your life or career, The Washington Post offers comprehensive and inclusive benefits for every step of your journey:

• Competitive medical, dental and vision coverage
• Company-paid pension and 401(k) match
• Three weeks of vacation and up to three weeks of paid sick leave
• Nine paid holidays and two personal days
• 20 weeks paid parental leave for any new parent
• Robust mental health resources
• Backup care and caregiver concierge services
• Gender affirming services
• Pet insurance
• Free Post digital subscription
• Leadership and career development programs

Benefits may vary based on the job, full-time or part-time schedule, location, and collectively bargained status.

The salary range for this position is:
55,900.00 - 83,900.00 USD Annual

The actual salary within this range will depend on individual skills, experience, and qualifications as they relate to specific job requirements. This position may be eligible for a bonus or incentive program, and a member of the Talent Acquisition team will discuss bonus payment terms and conditions during the interview process.

The Post strives to provide its readers with high-quality, trustworthy news and information while constantly innovating. That mission is best served by a diverse, multi-generational workforce with varied life experiences and perspectives. All cultures and backgrounds are welcomed.

The innovation doesn't end in the Newsroom - dozens of teams power The Washington Post. We are now hiring the next innovator - how will you Impact Tomorrow?

#washpostlife