Junior Help Desk Analyst – Night Shift

Verified Job On Employer Career Site

Job Summary:

The New York Times is a renowned journalism organization focused on delivering quality news and information. They are seeking a Help Desk Analyst to provide IT support services, troubleshoot technical issues, and enhance the customer experience in a call center environment.

Responsibilities:

• You will answer calls from NY Times employees, creating tickets following established policies and procedures.

• You will troubleshoot and resolve issues via phone, chat, email, or in person

• You will create IT support requests and provide resolution promptly using ServiceNow and Jira ticketing systems

• You will be the first level troubleshooting of supported operating systems including: Microsoft Office, Adobe Creative Suite, financial tool, and internet browsers along with third-party apps provided by the company.

• You will support additions, modifications, and deletion requests to NYT systems.

• You will identify and improve processes, improving the customer experience

• You will document and update standard operating procedures

• 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

Qualifications:

Required:

• 2+ years of experience in the field of IT Help Desk and/or computer support.

• 1+ years of experience in technical troubleshooting.

• 1+ years of experience working in a environment with changing schedules and priorities.

Preferred:

• You have familiarity with Apple platforms.

• You have familiarity with Servicenow.

• 1+ years of experience with networking and telephony.

Company:

The New York Times is powered by the idea that independent, deeply reported journalism fuels a healthy and engaged society. Founded in 1851, the company is headquartered in New York, New York, USA, with a team of 1001-5000 employees. The company is currently Late Stage.