Help Desk Analyst

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 Help Desk Analyst provides infrastructure IT support services for The New York Times Company. Reporting to the Senior Manager of End-user Support you will deliver technical customer support over the phone in a call center environment. You will partner with teams across the company to provide support that includes problem resolution, request fulfillment, software and hardware troubleshooting, remote assistance, and end-user training. You will work a Hybrid remote/in-office schedule with the following shifts: Monday, Thursday, Saturday, and Sunday 11am to 10pm You will identify, troubleshoot, and resolve multiple computer-related issues. Additionally, you will distinguish between level one and level two end-user problems. Furthermore, you will maintain collaborative working relationships and demonstrate sensitivity to and respect for a diverse population. Responsibilities: Answer calls from NY Times employees, freelancers, and contractors and create tickets following established procedures. Troubleshoot and resolve issues by phone, chat, email, or in person from NY Times employees, freelancers, and contractors. Provide support to business critical end-users on the macOS and Windows platforms by phone, email, chat, or remote control. Create IT support requests and provide resolution promptly using ServiceNow and Jira ticketing systems. First level troubleshooting of supported operating systems and applications including Microsoft Office, Adobe Creative Suite, financial tools and internet browsers along with third-party apps provided by the company. Provide account additions, modifications, and deletion requests to NYT supported systems. Troubleshoot incidents and fulfill requests following established departmental standards including supporting Information Technology Infrastructure Library (ITIL) change-incident-problem management processes and work instructions. Identify and improve processes that can improve the customer experience. Document and update standard operating procedures. Perform related work as assigned. Demonstrate support and understanding of our value of journalistic independence and a 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 or computer support. Excellent technical troubleshooting techniques. Strong written/verbal communication skills. Ability to perform in a dynamic environment with changing schedules and priorities. Excellent customer focus. Preferred Qualifications: Familiarity with Apple platforms. Familiarity with Servicenow. Experience with networking and telephony. This position is represented by The NewsGuild of New York #LI-Hybrid REQ-019903 The annual base pay range for this role is between: $67,626 $70,000 USD For roles in the U.S., dependent on your role, you may be eligible for variable pay, such as an annual bonus and restricted stock. Benefits may include medical, dental and vision benefits, Flexible Spending Accounts (F.S.A.s), a company-matching 401(k) plan, paid vacation, paid sick days, paid parental leave, tuition reimbursement and professional development programs. For roles outside of the U.S., information on benefits will be provided during the interview process. The New York Times Company is committed to being the world’s best source of independent, reliable and quality journalism. To do so, we embr ... (truncated, view full listing at source)