IT Support Specialist (Temporary)
 
Employer: National Public Radio (NPR) Job Posted: 1/22/2020
Location: Washington, DC Job Status: Full Time
 
 

Job Description:

The NPR IT Support Specialist will work as part of the IT Operations team to 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.

RESPONSIBILITIES

• Provides end-user support for application, OS, and hardware issues for Mac, PC, and mobile
• Installs, builds, and maintains computers, network, telephony equipment, peripherals, and mobile devices
• Provides creative troubleshooting and support for applications and production systems
• Provide telephone, email, remote support, and problem resolution for internal customers
• Administers user and computer accounts using Active Directory, SCCM, and JAMF
• Monitor, triage, and take ownership of support incidents
• Responds to service requests within required Service Level Agreement
• Documents processes, procedures, instructions, and training materials for users and IT colleagues
• Collaborate with other IT Operations teams to support local infrastructure and services and assist with projects
• Respond quickly to critical equipment and software issues to support NPR’s 24 x 7 x 365 schedule
• Address system outages by following appropriate escalation path
• Available to work shifts as required including nights and weekends based on 24 x 7 operation
• Adheres to PC related policies, procedures, and standards

QUALIFICATIONS
EDUCATION
: Bachelor’s degree preferred with a concentration in MIS or Computer Science or an Associate degree and 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
• PC and Mac hardware, application, OS, and mobile troubleshooting skills
• Ability to operate in a deadline driven environment and successfully prioritize multiple responsibilities
• Must be able to work cooperatively with others as part of a team, hold own work to high standards, and inspire others to do the same
• Strong attention to detail, especially as it pertains to process execution, testing, following policy and procedures, 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


To Apply:





 



 

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