Service Desk Technician

Company Name:
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. NPR listeners value information, creativity, curiosity, and social responsibility - our employees do too. 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.
Role Summary:
National Public Radio seeks a person to contribute to the operations of the IT division by engaging in IT process and project activities. These activities will contain various tasks in areas such as technical support, operations, infrastructure maintenance, database administration, analysis, applications development, documentation, and project management.
Apply creative, analysis, and technology skills to their daily tasks and will demonstrate competent customer service skills in their interactions with the NPR
. Ability to work efficiently both independently and as part of team. Incumbent will take ownership of assigned tasks, time commitments and project timelines.
Works as part of a 24 x 7 x 365 team and must be able to respond quickly during non-shift business hours. The incumbent must be flexible to work on shifts as assigned by management that may be outside of normal business hours.
The duties listed below are intended to illustrate the various types of work that may be performed by this position. The omission of specific statements of duties does not exclude them from this position if the work is similar, related or a logical assignment to the position.
Incumbents will perform a majority of the following duties and responsibilities:
1. Troubleshoot problems in systems which may include end user computers, servers, network infrastructure, application systems, database systems, and telecommunications equipment.
2. Install, maintain and monitor equipment which may include network and server infrastructure, end user
infrastructure, application systems and database systems and telecommunications equipment.
3. Respond to critical equipment issues, as is applicable, on a 24 x 7 x 365 basis.
4. Document processes, procedures, instructions, and training materials for users and IT colleagues.
5. Review, program, modify, develop and implement software programming applications and software products.
6. Review, evaluate, design, implement and maintain data models and databases.
7. Administer company security procedures and monitor compliance.
8. Implement project activities as requested. Have knowledge of IS project management standards and contribute, to varying degrees, in the creation of project plans and the analysis and monitoring of project risks.
9. Establish and manage relationships with consultants and vendors of information and telecommunications technology.
10. Analyze and document business and IS process workflow, and make recommendations where improvements can be made. Pursue expansion of knowledge and skills regarding current and emerging information and telecommunications technology market.
Education :
Bachelor's degree preferred with a concentration or major in engineering or computer science or an Associates degree and 3 years direct career experience in information technology disciplines, or an equivalent combination of education and experience.

Certifications :
Preferred one certification appropriate to the field of the concentration of major duties performed.
Minimum Knowledge, Skill and Abilities :
The candidate selected will have a majority of the following skills, abilities, competencies and knowledge:
Excellent verbal and written communication skills.
Ability to work independently as well as effectively in a team environment.
Advanced analytical and organizational skills with the ability to prioritize tasks.
Strong troubleshooting skills with the ability to gather all relevant information, identify problems, and implement solutions quickly.
Professional work ethic with the ability to meet commitments and deadlines and take ownership of problems.
Attention to detail especially as pertains to process execution, testing, following policy and procedures, change management, maintaining an orderly technology environment, labeling, and documenting.
Strong customer service skills. Ability to multi-task and prioritize tasks based on commitments.
Advanced proficiency with current personal computer tools and office productivity software tools.
Advanced proficiency with handheld data devices and cell phones.
Advanced knowledge regarding the architecture, management, administration, monitoring, maintenance, and troubleshooting of current Information Technology systems which may include computing, network, application and database systems.
Experience with current system monitoring and management software
Knowledge of current operating systems and
Knowledge of security best practices and security devices which may include firewalls, intrusion detection and prevention systems and anti-virus software
Knowledge of current programming and scripting languages.
Knowledge of project management methodology.
Experience with configuring PC hardware and software, including hardware installations.
Experience with software test plan design and implementation.
Ability to document technical processes and procedures.
Does this sound like you? If so, we want to hear from you.
NPR offers a competitive compensation and comprehensive benefits package including health and wellness benefits, retirement, and work/life balance programs, as well as opportunities for career growth and development.
Does this sound like you? If so, we want to hear from you. _All applications must include a resume and cover letter to be considered._
If you apply for this job, here's what you can expect in our interview process. If you're checking out technical or digital roles, here are some additional things you should consider about what you'll experience at NPR.
NPR offers a competitive compensation and comprehensive benefits package including health and wellness benefits, retirement, and work/life balance programs, as well as opportunities for career growth and development. NPR is an Equal Opportunity Employer.
Keep up with us on Social Media on: Facebook at This Is NPR, Twitter at @NPRjobs, YouTube at NPR Life - as well as #NPRlife for 'behind the scenes' tweets from our colleagues.Top of Form
Date: 2014-02-28
Country: US
State: DC
Category: Information Technology
Job Type: Regular Full-Time

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