The NPR IT Support Specialist will work as part of the IT Operations team to help provide technology support to NPR staff all over the globe as the primary point of contact. The specialist will focus on efficiently providing solutions in an enterprise IT environment. In addition to addressing incidents they will proactively maintain computer equipment and assist with team projects.
Areas of Responsibility:
- Provide telephone, email, remote support, and problem resolution for internal customers
- Monitor, triage, and take ownership of support incidents
- Provide support including: user management, PC hardware, application, mobile, and telecom support
- Assist in building PCs, installing applications, testing, maintaining, and supporting PCs and peripherals
- Install and support desktop and networked printers
- Responds to service requests on production systems within guidelines determined by SLAs
- Assist with relevant IT and telecom projects
- Performs periodic audits of equipment, access, and accounts
- Correspond with internal NPR clients and departments
- Create knowledgebase articles for repeatable processes
- Adhere to Service Desk policies and procedures
- Adhere to all company security and compliance standards
- Respond quickly to critical equipment and software issues. Including on-call assignments to support NPR’s 24 x 7 x 365 schedule
- Address system outages by following appropriate escalation path
Educational Background:
Bachelor’s degree preferred with a concentration in MIS or Computer Science or an Associate degree
Skills/Experience:
- 3 years of direct career experience in information technology disciplines, or an equivalent combination of education and experience
Certifications: A+, Network+, MCP, or ACMT certification desired
REQUIRED SKILLS
- Exceptional customer service/interpersonal skills
- Excellent verbal and written communications skills
- Prior Service Desk experience in an enterprise environment
- Experience managing user accounts with Active Directory
- Ability to operate in a deadline-driven environment and successfully prioritize multiple responsibilities
- PC and Mac hardware, application, OS, and mobile troubleshooting skills
- Strong attention to detail, especially as it pertains to process execution, testing, following policy and procedures, maintaining an orderly technology environment, labeling, and documenting
PREFERRED SKILLS
- Experience administering accounts and groups in Exchange Administration
- Experience administering accounts for Multi Factor Authentication
- Experience with Windows administration and patching using SCCM
- Experience with Apple administration and patching using JAMF
- Experience with Avaya IP phone management
Compensation/Benefits:
NPR offers a competitive compensation and comprehensive benefits package including health and wellness benefits, retirement, and work/life balance programs, as well as opportunities for career growth and development.
Job Function:
Organization Info
Listing Stats
Post Date:
Nov 2 2019
Active Until:
Dec 2 2019
Hiring Organization:
National Public Radio, Inc.
industry:
Nonprofit