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, Mission or Department Overview

The Technical Support Specialist position provides infrastructure IT support services for The New York Times Company. This role will support all functional business areas. It will work closely with various teams, including the New York Help Desk, Application Support, Platforms, Networking, Storage, and other support teams. The goal is to provide fast and exceptional service to end users.

This role reports to the Manager of Operations

Responsibilities:

Provide tier 2 hands-on support to end-users throughout the company (excluding executives) who are working in an office or working from home.
Handle IT support requests by Servicenow and Jira ticketing systems providing resolution promptly via remote control software or in person.
Maintain all equipment per us inventory asset control standards.
Deploy, configure, and troubleshoot end user computing devices including:

Laptops, desktops, monitors, printers, and desk phones
Video conferencing equipment including TV's, IPTV, and cable boxes
WiFi, Ethernet, and mobile wireless devices
Zero-touch computer deployments for onboards and upgrades

Install, configure, and troubleshoot supported operating systems. These include, but do not limit to, enterprise software such as Microsoft Office, Adobe Creative Suite, and Gsuite that the employee uses. Additionally, troubleshoot Wi-Fi, internet browsers, and general connectivity issues.
Provide customer training on systems and technology and distribute instructional documentation.
Troubleshoot and resolve issues by remote support tools, phone, chat, email, or in person from NY Times employees, freelancers, and contractors and maintain tickets following established procedures.
Assist facilities for operational requests and building needs
Enforce standards and security, including PCI and GDPR standards.
Work on projects assigned by management.
Support special events in the office and at remote locations
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 an IT technical support role.
2 years of experience providing end-user support across a broad range of technologies and systems.
Experience as a Systems Administrator or supporting enterprise IT environments.
Troubleshooting, problem-solving, and technical diagnostic skills.
Demonstrated excellent customer service.
With the ability to work independently and manage multiple priorities.
Ability to move, lift, carry, push, pull, and place objects weighing up to 25 pounds without assistance.
Ability to reach overhead and below the knees, including bending, twisting, pulling, and stooping.
Ability to stand, sit, or walk for extended periods of time.

Preferred Qualifications:

Familiarity with Apple platforms is preferred.
Familiarity with Servicenow is preferred.
Familiarity with Bomgar remote control application is preferred.

#LI-Hybrid

REQ-020139

The annual base pay range for this role is between:

$68,169.92—$75,500 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 embrace a diverse workforce that has a broad range of backgrounds and experiences across our ranks, at all levels of the organization. We encourage people from all backgrounds to apply.

We are an Equal Opportunity Employer and do 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. The U.S. Equal Employment Opportunity Commission (EEOC)’s Know Your Rights Poster is available here.

The New York Times Company will provide reasonable accommodations as required by applicable federal, state, and/or local laws. Individuals seeking an accommodation for the application or interview process should email [email protected]. Emails sent for unrelated issues, such as following up on an application, will not receive a response.

The Company encourages those with criminal histories to apply, and will consider their applications in a manner consistent with applicable "Fair Chance" laws, including but not limited to the NYC Fair Chance Act, the Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act.

For information about The New York Times' privacy practices for job applicants click here.

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Technical Support Specialist

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The New York Times