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Technical Support Specialist

New York, NY

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

The Technical Support Specialist position provides infrastructure IT support services for The New York Times Company. You will support all functional departments, working with the New York Help Desk, Application Support, Platforms, Networking, Storage, and other support teams to provide fast and exceptional service to end-users.

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 with Servicenow and Jira ticketing systems providing resolution promptly through remote control software or in person.

  • Deploy, configure, and troubleshoot end-user computing devices including:

    • Laptops, desktops, monitors, printers, and phones

    • Video conferencing equipment including TV’s, IPTV, and cable boxes

    • WiFi, Ethernet, and mobile wireless devices

  • Install, configure, and troubleshoot supported operating systems and related applications including enterprise software (i.e Microsoft Office Adobe Creative Suite, Gsuite, etc), Wi-Fi, internet browsers, and general connectivity issues.

  • Provide customer training on systems and technology and distribute instructional documentation.

  • Troubleshoot and resolve issues through remote support tools, phone, chat, email, or in person from NY Times employees, freelancers, and contractors

  • Enforce standards and security, including PCI and GDPR

  • May need too move, lift, carry, push, pull, and place objects up to 25 pounds without assistance

  • May need to reach overhead and below the knees, including bending, twisting, pulling, and stooping

  • 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.

  • You will report to Manager of End User Operations

  • Hybrid role based in our New York headquarters office

 

Basic Qualifications:

  • 3+ years of experience in an information technology technical support role.

  • Experience with end-user support using a wide range of technology.

  • Experience with Apple Platforms

  • Excellent customer service skills

 

Preferred Qualifications:

  • ServiceNow

  • Bomgar remote control application

  • Experience with Microsoft Windows

REQ-018140

The annual base pay range for this role is between:

$68,169.92 - $75,500 USD

 

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 reasonable.accommodations@nytimes.com. Emails sent for unrelated issues, such as following up on an application, will not receive a response.

The Company will further consider qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable "Fair Chance" laws. 

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

Please beware of fraudulent job postings. Scammers may post fraudulent job opportunities, and they may even make fraudulent employment offers. This is done by bad actors to collect personal information and money from victims. All legitimate job opportunities from The New York Times will be accessible through The New York Times careers site. The New York Times will not ask job applicants for financial information or for payment, and will not refer you to a third party to do so. You should never send money to anyone who suggests they can provide employment with The New York Times.

If you see a fake or fraudulent job posting, or if you suspect you have received a fraudulent offer, you can report it to The New York Times at security@nytimes.com. You can also file a report with the Federal Trade Commission or your state attorney general.

 

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