Help Desk Analyst
New York, NY

Job Description

Job Description

Provide technical and functional support for all New York Times employees, consultants, freelancers and contractors from within the NYT's Help Desk on technical issues; including but not limited to problem resolution, request fulfillment, software and hardware resolution, remote support, and end-user training.

Responsibilities include:

* Answer calls from NY Times employees, freelancers, and contractors and create tickets following established policies and procedures.
* Troubleshoot and resolve technical and functional issues via phone, email, and remote control using available resources. May respond to worksites on an exceptional basis to resolve problems unable to be resolved remotely.
* Remotely complete software installation, modification, and deletion requests.
* Utilize call tracking management software to create, resolve and/or escalate technical issues.
* Serve as the central point of contact for all technical issues.
* Document standard operating procedures as requested.
* Identify and improve processes and procedures that can improve the customer experience
* Assist in the training of less experienced staff members
* Perform related work as assigned.

Qualifications

An Ideal candidate should have the ability to deliver technical customer support over the phone in a call center environment; identify, troubleshoot and resolve a wide range of technical computer-related problems; make the distinction between level one and level two end user problems; master new computer technology; maintain cooperative working relationships; demonstrate sensitivity to and respect for a diverse population.

* Position requires 3+ years of experience in the field of IT Help Desk/Desktop Support
* Excellent technical troubleshooting techniques
* Experience troubleshooting issues with Windows and macOS, Active Directory, MS Office, and Google Apps
* Experience with Desktop computer hardware, printers, and peripherals
* Experience with mobile device wireless synchronization technologies
* Understanding of Networking
* Experience troubleshooting printing issues
* Exceptional written/verbal communication skills, and possess the ability to interface with end-users effectively
* Ability to work with all levels of the organization
* Must be able to work effectively in stressful situations
* Must be available to provide 24x7 support as necessary
* Ability to manage time and workload effectively
* Ability to perform in a dynamic environment with changing schedules and priorities
* Poses a "whatever it takes attitude" to ensure the customers issues are resolved
* Capable of grasping new technologies and applications to support changing business needs
* Facilitate support by following documented procedures
* Excellent customer focus
* Self-motivated

Benefits and Perks:

* Support our original, independent and reported journalism.
* We provide great health, dental, vision and life insurance for employees and their families
* We support responsible retirement planning with a generous 401(k) company match.
* We offer a great parental leave.
* We are committed to career development and ongoing learning supported by a formal mentoring program as well as $8,000 annually for tuition reimbursement.
* We have frequent panel discussions and talks by newsmakers and industry leaders.
* Join a community committed to the richness of diversity, experiences and talents in the world we cover, supported by a variety of employee resource groups.

This is a Guild position

#LI-SL1

The New York Times is committed to a diverse and inclusive workforce, one that reflects the varied global community we serve. Our journalism and the products we build in the service of that journalism greatly benefit from a range of perspectives, which can only come from diversity of all types, across our ranks, at all levels of the organization. Achieving true diversity and inclusion is the right thing to do. It is also the smart thing for our business. So we strongly encourage women, veterans, people with disabilities, people of color and gender nonconforming candidates to apply.

The New York Times Company is an Equal Opportunity Employer and does 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.