NYC Staffing
Help Desk Analyst
The New York Times is committed to seeking the truth and helping people understand the world through independent journalism. 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 will need to identify, troubleshoot, and resolve different technical computer-related problems. You will 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: Monday, Thursday, Saturday, and Sunday: 11:00-10:00PM ET Responsibilities: Answer calls from NY Times employees, creating tickets following established policies and procedures. Troubleshoot and resolve issues via phone, chat, email, or in person. Create IT support requests and provide resolution promptly using ServiceNow and Jira ticketing systems. 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. Support additions, modifications, and deletion requests to NYT systems. Identify and improve processes, improving the customer experience. 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: Familiarity with Apple platforms. Familiarity with Servicenow. 1+ years of experience with networking and telephony. This role is represented by the News Guild of New York. REQ-018550 The annual base pay range for this role is between: $67,626
$70,000 USD. The New York Times Company is committed to being the world's best source of independent, reliable and quality journalism. To do so, we embrace a diverse workforce that has a broad range of backgrounds and experiences across our ranks, at all levels of the organization. We encourage people from all backgrounds to apply. We are an Equal Opportunity Employer and do not discriminate on the basis of an individual's sex, race, color, creed, national origin, alienage, religion, marital status, pregnancy, sexual orientation or affectional preference, gender identity and expression, disability, genetic trait or predisposition, carrier status, citizenship, veteran or military status and other personal characteristics protected by law. All applications will receive consideration for employment without regard to legally protected characteristics.
The New York Times is committed to seeking the truth and helping people understand the world through independent journalism. 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 will need to identify, troubleshoot, and resolve different technical computer-related problems. You will 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: Monday, Thursday, Saturday, and Sunday: 11:00-10:00PM ET Responsibilities: Answer calls from NY Times employees, creating tickets following established policies and procedures. Troubleshoot and resolve issues via phone, chat, email, or in person. Create IT support requests and provide resolution promptly using ServiceNow and Jira ticketing systems. 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. Support additions, modifications, and deletion requests to NYT systems. Identify and improve processes, improving the customer experience. 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: Familiarity with Apple platforms. Familiarity with Servicenow. 1+ years of experience with networking and telephony. This role is represented by the News Guild of New York. REQ-018550 The annual base pay range for this role is between: $67,626
$70,000 USD. The New York Times Company is committed to being the world's best source of independent, reliable and quality journalism. To do so, we embrace a diverse workforce that has a broad range of backgrounds and experiences across our ranks, at all levels of the organization. We encourage people from all backgrounds to apply. We are an Equal Opportunity Employer and do not discriminate on the basis of an individual's sex, race, color, creed, national origin, alienage, religion, marital status, pregnancy, sexual orientation or affectional preference, gender identity and expression, disability, genetic trait or predisposition, carrier status, citizenship, veteran or military status and other personal characteristics protected by law. All applications will receive consideration for employment without regard to legally protected characteristics.