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Help Desk Technician

Employer
The Washington Post
Location
Washington, DC
Closing date
May 2, 2021

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Industry
Specialty Trades
Function
Construction and Skilled Trades, Help Desk Technician, IT
Hours
Full Time
Career Level
Experienced (Non-Manager)
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Job Details

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

Company

Thank you for your interest in a career with The Washington Post. We invite you to review all of our open positions to find the one that's right for you. We look forward to receiving your resume!


Since it first began publication more than 130 years ago, The Washington Post has grown into one of the most storied and respected news organizations in the world. A subsidiary of The Washington Post Company, today's Post is the indispensable guide to Washington. In print, we enjoy the highest penetration of any major metropolitan newspaper in the United States. On the web, we have the third largest news website with 17 million unique visitors each month, and have recently launched a celebrated news app for the iPad. We serve Washington in all media, on any platform, including paid products, events, and tailored content.

More broadly, The Washington Post Company delivers quality products to today's students, readers and viewers. What unites our company is the immediacy of our products and services, created by teachers and tutors at Kaplan; reporters and editors at our media properties; and associates at Cable ONE.
Washington Post Media views its employees as its most valuable asset and provides a comprehensive benefits package to promote healthy and balanced lives at work and at home. We offer competitive salaries, opportunities for training and career advancement and an outstanding, progressive benefits package including:
Health and dental benefits
Flexible healthcare and dependent care spending accounts
401(k) and company-funded cash balance plan
Life and disability insurance
Tuition reimbursement
Adoption assistance
Domestic partner benefits
Employee assistance program
Employee referral program
 

Company info
Website
Location
1301 K Street, N.W.
 Washington
DC
20036
US
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