Help Desk Technician

Location
Washington, DC
Posted
Apr 21, 2021
Closes
May 02, 2021
Ref
JR-90272230
Industry
Specialty Trades
Hours
Full Time
Job Description

The Washington Post is seeking a Help Desk Technician to join our Service Desk Team. As a Help Desk Technician, you will play a critical role in providing first-class support for Washington Post employees. With the support of your team, you will triage, investigate, document, and resolve incidents and service requests - all with a customer-focused lens.

Our Environment:

The Washington Post has approximately 2500 employees, split between macOS and Windows devices. The Service Desk provides first level support for all employees, with an average of 250 tickets weekly. In addition, the team maintains the office printers, large screen monitors, conference rooms, and provisions 3rd party application access. While the Service Desk hours are 8am - 6pm during weekdays, there will be times occasional evening & weekend support is required.

Responsibilities:

  • Provide first-class support for Windows, macOS, tablets and smart devices.
  • Follow team standard operating procedures & troubleshooting methods.
  • Monitor and resolve tickets within the organization's Service Level Agreement (SLA).
  • Document ticket resolutions in the ITSM knowledge base.
  • Support a remote environment.


What We're Looking For:

It's okay to not meet 100% of these requirements! We're primarily looking for people who are motivated to learn and enjoy diving into technical issues and providing expertise on a wide variety of software.
  • Associate's degree in computer science or related field.
  • 2-3 years of experience in an enterprise help desk environment that supports both Windows and macOS devices.
  • Customer-service oriented with a problem-solving attitude.
  • Ability to communicate technical information, both written and orally, to a non-technical audience.
  • Experience with help desk ticketing systems and best practices.


The Post strives to provide its readers with high-quality, trustworthy news and information while constantly innovating. That mission is best served by a diverse, multi-generational workforce with varied life experiences and perspectives. All cultures and backgrounds are welcomed.

The innovation doesn't end in the Newsroom - dozens of teams power The Washington Post. We are now hiring the next innovator - how will you Impact Tomorrow?

#washpostlife

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