Business Insider is hiring: Senior IT Support in New York

Overview

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Business Insider is hiring a Senior IT Support to join our IT Department to support our end-users as part of our Help Desk. Our IT Group is one of the most critical teams in ensuring our tech backbone supports our journalism's fast-paced and dynamic nature. The help desk is front and center, and how our employees engage with the IT assets.

Our team values are focused on being one team, being effective, and getting better every day. The Senior IT Support role reports to the IT Infrastructure and Operations Director and sits on the IT Team. This position is based in our New York City HQ with an in-office presence of at least 3 days per week.

Key Responsibilities

• Help Desk Operations: Manage and track help desk tickets; Ensure adherence to service level agreements (SLAs); Escalate issues to appropriate levels when necessary.
• Troubleshooting and Resolution: Diagnose and resolve complex technical issues related to hardware, software, and network problems; Develop and document troubleshooting scripts and procedures.
• User Support: Provide technical support to end-users, both on-site and remotely; Maintain and improve user experience; Answer user inquiries and provide clear and concise technical guidance.
• System Administration: Participate in the implementation of new software and tools; Maintain and update hardware and software inventory.
• Communication and Collaboration: Communicate effectively with users, colleagues, and IT management; Collaborate with other IT teams to resolve issues.
• Execute Company SOPs: Responsible for on and offboarding procedures; Create and maintain documentation surrounding SOPs.

The Ideal Candidate Has

• Demonstrable knowledge of working within a support role on a ticketing system in a high-pace environment supporting a cloud infrastructure.
• Previous experience with cloud SaaS apps
• Excellent communication, written and verbal.
• Experience with Okta, Gsuite, Atlassian, Palo Alto, and Meraki.

Salary & Benefits

• Base salary: $90,000 - $100,000 (dependent on skills, experience, and competencies)
• Additional bonus
• Unlimited PTO, 10 paid holidays, and 16 weeks of parental leave
• Comprehensive medical, dental, and vision insurance plans
• Matched and vested 401k plan
• Access to resources for financial planning guidance, family planning services, mental health reachout and Employee Assistance Programs (EAP)
• Additional benefits include commuter benefits, phone reimbursement, gym membership discounts, and more

Equal Employment Opportunity

Business Insider is committed to providing equal employment opportunities and, when making employment decisions, does not discriminate based on race, ethnicity, gender, gender identity or expression, sex, sexual orientation, age, nationality or national origin, religion, disability, familial status, and military or veteran status. We encourage members of traditionally underrepresented groups to apply.

About Business Insider: Business Insider is a global journalism company that covers the world of business, tech, innovation, and beyond. We strive to be inspiring and effective, and we value Diversity, Equity, Inclusion, and Belonging. Our motto is "get better every day." We encourage you to learn more about our DEI mission.