Desktop Support Administrator

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, 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.
• Comply with and support ITIL change-incident-problem management processes and work instructions.
• Troubleshoot incidents and fulfill requests in accordance with established departmental standards.
• Adhere to Desktop processes, procedures, policies, and job aids.
• Interact with business end-users, Service Desk, engineering, IT Information Security, technology stack management, vendors and technology providers.
• Staff walk-up support kiosk.
• Handle projects assigned by management.
• Work independently on day-to-day operations.
• Perform related work as assigned.

Requirements:

• Minimum 5 years of experience in an information technology technical support role
• Experience with end user support of a wide range of technology
• Experienced system administrator
• Strong written/verbal communications skills
• Ability to perform in a dynamic environment with changing schedules and priorities
• Entrepreneurial spirit
• Excellent customer focus
• Self-motivated

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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.