A thriving, mission-driven multimedia organization, NPR produces award-winning news, information, and music programming in partnership with hundreds of independent public radio stations across the nation. NPR listeners value information, creativity, curiosity, and social responsibility – our employees do too. We are innovators and leaders in diverse fields, from journalism to digital media and development. Every day, our employees and member stations touch the lives of millions worldwide.
- Provide telephone, chat and email support and problem resolution for all internal corporate employees
- Create, assign and track tickets in ticketing system
- Provide 24/7 tier 1 support for user-management and PC hardware and software support
- Assists in building, installing, testing, maintaining and supporting PCs and laptops peripherals, operating systems, desktop software and applications
- Installs and supports desktop and networked printers
- Responds to problem/service requests on production systems within guidelines determined by SLAs
- Manage system outages by following appropriate escalation path
- Manages hardware, software media and key inventory and tracks software licensing and performs periodic software audits
- Correspond with NPR employees and other IT departments
- Create SOPs for repeatable processes
- Adheres to defined Service Desk procedures and standards.
- Adhere to all company security and compliance standards
- Participate in after-hours, on-call support
- A+, Network+, MCP and /or MCDST certification desired.
Minimum Knowledge, Skill and Abilities:
The candidate selected will have a majority of the following skills, abilities, competencies and knowledge:
- Minimum 1 year of Service Desk experience or equivalent education/technical training
- Strong familiarity with Microsoft Office
- Basic PC hardware and o/s troubleshooting skills
- Exceptional customer service/interpersonal skills
- Excellent verbal and written communications skills
- Ability to multi-task and work well under pressure
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.