Help Desk Analyst Job Vacancy in The New York Times New York, NY – Latest Jobs in New York, NY

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Company Name : The New York Times
Location : New York, NY
Position : Help Desk Analyst

Job Description : 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 newsroom that’s 1,700 strong and 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.
Note for US based roles: Any offer of employment is contingent on providing proof of Covid-19 vaccination prior to your start date, subject to approved medical and/or religious exemptions, in accordance with applicable law.
The Help Desk Analyst position provides infrastructure IT support services for The New York Times Company. This role will support all functional business areas, including but not limited to, problem resolution, request fulfillment, software and hardware resolution, remote support, and end-user training
Responsibilities include:
Answer calls from NY Times employees, freelancers, and contractors and create tickets following established policies and procedures.
Troubleshoot and resolve issues via phone, chat, email, or in person from NY Times employees, freelancers, and contractors..
Identify, troubleshoot and provide support to business critical end-users on the macOS and Windows platforms via phone, email, chat, and/or remote control.
Create IT support requests and provide resolution in a timely manner within a complex, fast-paced business environment using ServiceNow and Jira ticketing systems.
Troubleshoot supported operating systems and applications including but not limited to Microsoft Office, Adobe Creative Suite, financial tools and internet browsers along with third-party apps.
Provide account additions, modifications, and deletion requests to NYT supported systems.
Troubleshoot incidents and fulfill requests in accordance with established departmental standards including supporting ITIL change-incident-problem management processes and work instructions. identify and improve processes and procedures that can improve the customer experience
Document and/or update standard operating procedures as requested.
Perform related work as assigned.
Qualifications

An Ideal candidate should have the ability to deliver technical customer support over the phone in a call center environment; identify, troubleshoot and resolve a wide range of technical computer-related problems; make the distinction between level one and level two end user problems; master new computer technology; maintain cooperative working relationships; and demonstrate sensitivity to, and respect for, a diverse population.
Position requires 2+ years of experience in the field of IT Help Desk and/or computer support.
Excellent technical troubleshooting techniques.
Must be available to provide 24×7 support as necessary.
Familiarity with Apple platforms preferred.
Familiarity with Service Now preferred.
Basic understanding and/or experience with networking and telephony preferred.
Strong written/verbal communication skills.
Ability to perform in a dynamic environment with changing schedules and priorities.
Entrepreneurial spirit.
Excellent customer focus.
Self-motivated.
Ability to work a hybrid in-office/remote work schedule.
This position is represented by the NewsGuild of NY.
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The New York Times is committed to a diverse and inclusive workforce, one that reflects the varied global community we serve. Our journalism and the products we build in the service of that journalism greatly benefit from a range of perspectives, which can only come from diversity of all types, across our ranks, at all levels of the organization. Achieving true diversity and inclusion is the right thing to do. It is also the smart thing for our business. So we strongly encourage women, veterans, people with disabilities, people of color and gender nonconforming candidates to apply.
The New York Times Company is an Equal Opportunity Employer and does 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 New York Times Company will consider qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local “Fair Chance” laws.

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