Technical Support Specialist

The mission of The New York Times is to seek the truth and help people understand the world. That means independent journalism is at the heart of all we do as a company. It’s why we have a world-renowned newsroom that sends journalists to report on the ground from nearly 160 countries. It’s why we focus deeply on how our readers will experience our journalism, from print to audio to a world-class digital and app destination. And it’s why our business strategy centers on making journalism so good that it’s worth paying for. 

About the Role

The Technical Support Specialist position provides infrastructure IT support services for The New York Times Company. You will support all functional departments, working with the New York Help Desk, Application Support, Platforms, Networking, Storage, and other support teams to provide fast and exceptional service to end-users.

Responsibilities:

• Provide tier 2 hands-on support to end-users throughout the company (excluding executives) who are working in an office or working from home.

• Handle IT support requests with Servicenow and Jira ticketing systems providing resolution promptly through remote control software or in person.

• Deploy, configure, and troubleshoot end-user computing devices including:

  • Laptops, desktops, monitors, printers, and phones

  • Video conferencing equipment including TV’s, IPTV, and cable boxes

  • WiFi, Ethernet, and mobile wireless devices

• Install, configure, and troubleshoot supported operating systems and related applications including enterprise software (i.e Microsoft Office Adobe Creative Suite, Gsuite, etc), Wi-Fi, internet browsers, and general connectivity issues.

• Provide customer training on systems and technology and distribute instructional documentation.

• Troubleshoot and resolve issues through remote support tools, phone, chat, email, or in person from NY Times employees, freelancers, and contractors

• Enforce standards and security, including PCI and GDPR

• May need too move, lift, carry, push, pull, and place objects up to 25 pounds without assistance

• May need to reach overhead and below the knees, including bending, twisting, pulling, and stooping

• 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.

• You will report to Manager of End User Operations

• Hybrid role based in our New York headquarters office

 

Basic Qualifications:

• 3+ years of experience in an information technology technical support role.

• Experience with end-user support using a wide range of technology.

• Experience with Apple Platforms

• Excellent customer service skills

 

Preferred Qualifications:

• ServiceNow

• Bomgar remote control application

• Experience with Microsoft Windows

REQ-018140

 

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, age, 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 U.S. Equal Employment Opportunity Commission (EEOC)’s Know Your Rights Poster is available here. 

The New York Times Company will provide reasonable accommodations as required by applicable federal, state, and/or local laws. Individuals seeking an accommodation for the application or interview process should email reasonable.accommodations@nytimes.com. Emails sent for unrelated issues, such as following up on an application, will not receive a response.

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