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Production Tools Support Specialist

Culver City, California, United States

OVERVIEW

A thriving, mission-driven multimedia organization, NPR produces award-winning news, information, and music programming in partnership with hundreds of independent public radio stations across the nation. The NPR audience values information, creativity, curiosity, and social responsibility – and our employees do too. We are innovators and leaders in diverse fields, from journalism and digital media to IT and development. Every day, our employees and member stations touch the lives of millions worldwide. 

Across our organization, we’re building a workplace where collaboration is essential, diverse voices are heard, and inclusion is the key to our success. We are committed to doing the right thing in our journalism and in every role at NPR. This means that integrity, adherence to our ethical standards, and compliance with legal obligations are fundamental responsibilities for every employee at NPR.

INTRO TO POSITION

The CPT Production Technology Support Specialist is a vital member of our 24/7365 operations team, providing critical technical support for our content production systems. This role requires a strong technical background, excellent problem-solving skills, and a commitment to delivering exceptional customer service.

RESPONSIBILITIES

(Percentages based on location - LA 80% Production / 20% IT - DC 100% Production)

  • Hybrid Tier 1 and 2 support for media production systems (80%)
    • Direct engagement with content producers 
    • Content Management system support
    • Broadcast Production systems support
    • Slack channel monitoring to identify evolving issues
    • Address ticket escalations from IT Tier 1 Support 
    • Identify and/or reproduce issues prior to Product and Engineering team escalation
    • Escalation of code-level issues to Engineering and Product teams
    • Manage user permissions and onboarding tasks for production tools 
    • Document processes, procedures, instructions, and training materials for production systems 
    • Part of on-call rotation for CPT Apps 

IT and Applications support duties (20%/LA) Support for computers, servers, network infrastructure, applications, databases, and telecommunications equipment.

    • Install, maintain, and monitor network and server infrastructure, end-user computers, applications, databases, and telecommunications equipment.
    • Respond to critical equipment failures on a 24/7/365 basis.
    • Administer company security procedures and monitor compliance.
    • Part of on-call rotation for CPT Apps, Production systems support, and Tier 2 24/7 support. 
    • Contribute to project planning, risk analysis, and monitoring.
    • Analyze and document business and Support process workflow, and make recommendations for improvements.

The above duties and responsibilities are not an exhaustive list of required responsibilities, duties and skills. Other duties may be assigned, and this job description can be modified at any time.

PRODUCTION SYSTEMS SUPPORTED

  • Web CMS systems
  • NPR’s internally built and managed media production system for planning, scripting and asset management
  • Media asset management tools
  • Audio and Video Production and playout tools 

MINIMUM QUALIFICATIONS

  • Excellent communication and interpersonal skills to interact effectively with users and clients
  • Ability to work independently and as part of a team providing comprehensive support
  • Advanced analytical and organizational skills
  • Strong troubleshooting skills
  • Ability to correlate disparate issues and understand the larger ecosystem
  • Professional work ethic
  • Attention to detail
  • Strong customer service skills
  • Ability to simplify communication around complex topics 
  • Ability to multitask and prioritize tasks
  • Advanced proficiency with personal computer tools and office productivity software
  • Advanced proficiency with handheld data devices and cell phones
  • Advanced knowledge of information technology systems, including computing, network, application, and database systems
  • Experience with system monitoring and management software
  • Understanding of various operating systems, such as Windows, Mac, Linux and  AWS cloud technologies 
  • Knowledge of security best practices and devices
  • Knowledge of programming and scripting languages
  • Knowledge of project management methodology
  • Experience with software testing plan design and implementation
  • Ability to document technical processes and procedures
  • Familiarity with database systems and concepts
  • Working knowledge of server administration tasks
  • Working knowledge of network protocols, troubleshooting techniques, and security best practices

SOFT SKILLS

  • The ability to remain calm and patient under pressure, especially when dealing with complex technical issues.
  • The ability to understand, prioritize and address the needs and concerns of users.
  • The willingness to learn new technologies and adapt to changing requirements.

PREFERRED QUALIFICATIONS

  • Experience interacting with customers and resolving their issues.
  • Experience supporting CMS and MAM applications

Experience supporting Newsroom production, editing and playout systems as well as audio and video production systems.

  • Knowledge of media assets, codecs, and file types.
  • Knowledge of the media lifecycle management.
  • Proven experience in providing technical support to end-users.
  • Familiarity with the media industry and its specific needs.
  • Office productivity tools, presentation design tools, and project management tools

Reports to: Manager of The Content Solutions Group in the Content Production Technology Department

WORK LOCATION

  • Hybrid Permitted: This is a hybrid permitted role. Some aspects of this role include duties that are better performed at an NPR facility. The employee will be required to be onsite at the Culver City office at least 10 days a year. The employee must also reside in an NPR supported location based on the number of onsite days they choose.

JOB TYPE

  • This is a full time, exempt position.

COMPENSATION

Salary Range: The U.S. based anticipated salary range for this opportunity is $101,043 - $123,497 plus benefits. The range displayed reflects the minimum and maximum salaries NPR expects to provide for new hires for the position across all US locations.

Benefits: NPR offers access to comprehensive benefits for employees and dependents. Regular, full-time employees scheduled to work 30 hours or more per week are eligible to enroll in NPR’s benefits options. Benefits include access to health and wellness, paid time off, and financial well-being. Plan options include medical, dental, vision, life/ accidental death and dismemberment, long-term disability, short-term disability, and voluntary retirement savings to all eligible NPR employees. 

Does this sound like you? If so, we want to hear from you.

The range displayed reflects the minimum and maximum salaries NPR expects to provide for new hires for the position across all US locations.

NPR Pay Range

$101,043 - $123,497 USD

NPR is an Equal Opportunity Employer. NPR is committed to being an inclusive workplace that welcomes diverse and unique perspectives, all working toward the same goal – to create a more informed public. Qualified applicants receive consideration for employment without regard to race, color, ethnicity, national origin, ancestry, age, religion, religious belief, sex (including pregnancy, childbirth and related medical conditions, lactation, and reproductive health decisions), sexual orientation, gender, gender identity or expression, transgender status, gender non-conforming status, intersex status, sexual stereotypes, nationality, citizenship status, personal appearance, marital status, family status, family responsibilities, military status, veteran status, mental and physical disability, medical condition, genetic information, genetic characteristics of yourself or a family member, political views and affiliation, unemployment status, protective order status, status as a victim of domestic violence, sexual assault, or stalking, or any other basis prohibited under applicable law.

If you are a person with a disability needing assistance with the application process, please reach out to employeerelations@npr.org.

You may read NPR’s privacy policy to learn about how NPR may handle information you submit with any application.

Want more NPR? Explore the stories behind the stories on our NPR Extra blog. Get social with NPR Extra on Facebook and Instagram. Find more career opportunities at NPR.org/careers.

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