The desktop support role provides support services for The New York Times Company and will be working on a team supporting all functional business areas, working closely with voice, data, helpdesk, and messaging teams to provide fast and seamless service to the end users with respect their desktop environment. 

Responsibilities include:

• Provide hands on support to business-critical end-users
• Enforce desktop standards and security
• Handle end user support request via a hotline
• Assist in the training of helpdesk personnel and other technicians
• Respond to incidents in a timely manner to minimize impact to the users
• Install and configure applications
• Provide Tier 2 IT support for end-user computing devices
• Respond to incidents and requests within a ticketing system, providing resolution within a complex, fast-paced business environment
• Deploy and troubleshoot end user computing devices including laptops, desktops, printers, and wireless devices
• Install, configure, and troubleshoot supported operating systems (Windows and macOS), Microsoft Office, Adobe Creative Suite, and Internet browsers
• Configure and support remote users including VPN client and connectivity
• Provide customer training on systems and technology to users and, as needed, prepare and distribute instructional documentation to users as needed
• Troubleshoot incidents and fulfill requests in accordance with established departmental standards
• Adhere to processes, procedures, policies, and job aids
• Interact with business end-users, Service Desk, engineering, IT Information Security, technology stack management, vendors and technology providers
• Handle projects assigned by management
• Work independently on day-to-day operations
• Perform related work as assigned

Requirements:

• Minimum 3 years of experience in an information technology technical support role
• Experience with end user support of a wide range of technology including Windows & Mac platforms

• Knowledge of OS X, Active Directory, JAMF Casper Suite recommended
• Ability to quickly learn new technologies
• Ability to troubleshoot and solve complex issues within the end-user platform

• Strong written/verbal communications skills
• Ability to perform in a dynamic environment with changing schedules and priorities
• Must be available to provide 24x7 support as necessary
• Excellent customer focus
• Self-motivated
• Some travel required
• Ability to service Apple hardware including having Apple Certified Macintosh Technician Certification a plus
• Apple ACSP and/or ACTC certifications recommended

Please send your full resume with present and expected salary to us.

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