Service Desk Technician
Company Name:
NPR
/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 community. 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:
Troubleshoot problems in systems which may include end user computers, network infrastructure, application systems, database systems, and telecommunications equipment
Respond to critical equipment issues, as part of an On-Call rotation (24x7x365 basis).
Troubleshoot problems in systems which may include end user computers, network infrastructure, application systems, database systems, and telecommunications equipment.
Install, maintain and monitor equipment which may include network infrastructure, end user computer infrastructure, application systems and database systems and telecommunications equipment.
Respond to critical equipment issues, as part of an On-Call rotation (24x7x365 basis).
Communicate project status and take lead on small and large scale of projects that may require learning new skills, working with new technology.
Establish and manage relationships with consultants and vendors of information and telecommunications technology.
Analyze and document business and IT process workflow, and make recommendations
Update and maintain IT knowledgebase.
Performs Desktop Engineering functions, including desktop security, patching, scripting, package deployment and system management
Administers desktop management, desktop imaging
Creates strategies for desktop deployments and software upgrades to include repackaging, distribution, and rollback, utilizing low-bandwidth and zero touch methodologies
Designs, builds, tests and deploys application packages utilizing packaging tools and scripting utilities
Provides PC support organization with assistance in utilizing full functionality of desktop management application, including asset management, remote control (via LAN, WAN and internet), profile migration, PXE.
Provides IT management with regular reports related to deployments, asset inventory and software compliance
Installs, test, maintains, and upgrades corporate anti-virus application, deploys Windows OS and application security patches, hot fixes and updates.
Develops, implements and manages PC imaging policies and procedures
Creates, tests, validates, documents, updates, and maintains desktop and laptop images
Installs, maintains, and upgrades imaging desktop applications.
Addresses desktop-related issues requiring tier support
Mentors and develop junior Service Desk and PC Support technicians
Provides guidance on the administration of Microsoft AD in relation to rights and administers desktop-related group policies
Troubleshoot Apple computers in Windows enterprise environment. Provide maintenance and support of Microsoft Office, Adobe Creative Cloud, Parallels on Mac OS X. Performs imaging and deploy Mac Pros, MacBook Pros, MacBook Airs and iPhones.
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 :
MCP, MCSE, MCITP required and Apple Certified Associate or Apple Certified Macintosh Technician (ACMT) Certification desired.
Minimum Knowledge, Skill and Abilities :
The candidate selected will have a majority of the following skills, abilities, competencies and knowledge:
Minimum 4 years experience supporting desktop hardware and software, Microsoft operating systems and desktop applications (e.g., Office, Project, Visio)
Provide Apple Hardware Technical Support: Extensive knowledge of supporting and repairing Apple systems (OS and iOS)
Strong customer service skills. Ability to multi-task and prioritize tasks based on commitments.
Experience providing Desktop engineering and architectural support for a large organization
Experience in planning and strong focus on the technical elements of desktop architecture
Familiarity with Microsoft AD, particularly in regards to GPOs
Project management experience, specifically leading large-scale desktop projects
Experience with SCCM 2012 or KACE, with emphasis on OS Deployment, Application Deployment, and Patching
Experience administering Kaspersky Security Suite
Strong familiarity with IT data security principles and experience applying security patches.
Ability to multi-task and be flexible enough to quickly change priorities in a fast pace environment.
Advanced proficiency with current personal computer tools and office productivity software tools.
Excellent verbal and written communication skills.
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.
Ability to work independently as well as effectively in a team environment.
Attention to detail especially as pertains to process execution, testing, following policy and procedures, change management, maintaining an orderly technology environment, labeling, and documenting.
Knowledge of current programming and scripting languages.
Experience with configuring PC hardware and software, including hardware installations.
Experience with software test plan design and implementation.
Experience in enterprise ticketing systems like Service-Now, Remedy, etc.
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. 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 FormEstimated Salary: $20 to $28 per hour based on qualifications.
NPR
/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 community. 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:
Troubleshoot problems in systems which may include end user computers, network infrastructure, application systems, database systems, and telecommunications equipment
Respond to critical equipment issues, as part of an On-Call rotation (24x7x365 basis).
Troubleshoot problems in systems which may include end user computers, network infrastructure, application systems, database systems, and telecommunications equipment.
Install, maintain and monitor equipment which may include network infrastructure, end user computer infrastructure, application systems and database systems and telecommunications equipment.
Respond to critical equipment issues, as part of an On-Call rotation (24x7x365 basis).
Communicate project status and take lead on small and large scale of projects that may require learning new skills, working with new technology.
Establish and manage relationships with consultants and vendors of information and telecommunications technology.
Analyze and document business and IT process workflow, and make recommendations
Update and maintain IT knowledgebase.
Performs Desktop Engineering functions, including desktop security, patching, scripting, package deployment and system management
Administers desktop management, desktop imaging
Creates strategies for desktop deployments and software upgrades to include repackaging, distribution, and rollback, utilizing low-bandwidth and zero touch methodologies
Designs, builds, tests and deploys application packages utilizing packaging tools and scripting utilities
Provides PC support organization with assistance in utilizing full functionality of desktop management application, including asset management, remote control (via LAN, WAN and internet), profile migration, PXE.
Provides IT management with regular reports related to deployments, asset inventory and software compliance
Installs, test, maintains, and upgrades corporate anti-virus application, deploys Windows OS and application security patches, hot fixes and updates.
Develops, implements and manages PC imaging policies and procedures
Creates, tests, validates, documents, updates, and maintains desktop and laptop images
Installs, maintains, and upgrades imaging desktop applications.
Addresses desktop-related issues requiring tier support
Mentors and develop junior Service Desk and PC Support technicians
Provides guidance on the administration of Microsoft AD in relation to rights and administers desktop-related group policies
Troubleshoot Apple computers in Windows enterprise environment. Provide maintenance and support of Microsoft Office, Adobe Creative Cloud, Parallels on Mac OS X. Performs imaging and deploy Mac Pros, MacBook Pros, MacBook Airs and iPhones.
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 :
MCP, MCSE, MCITP required and Apple Certified Associate or Apple Certified Macintosh Technician (ACMT) Certification desired.
Minimum Knowledge, Skill and Abilities :
The candidate selected will have a majority of the following skills, abilities, competencies and knowledge:
Minimum 4 years experience supporting desktop hardware and software, Microsoft operating systems and desktop applications (e.g., Office, Project, Visio)
Provide Apple Hardware Technical Support: Extensive knowledge of supporting and repairing Apple systems (OS and iOS)
Strong customer service skills. Ability to multi-task and prioritize tasks based on commitments.
Experience providing Desktop engineering and architectural support for a large organization
Experience in planning and strong focus on the technical elements of desktop architecture
Familiarity with Microsoft AD, particularly in regards to GPOs
Project management experience, specifically leading large-scale desktop projects
Experience with SCCM 2012 or KACE, with emphasis on OS Deployment, Application Deployment, and Patching
Experience administering Kaspersky Security Suite
Strong familiarity with IT data security principles and experience applying security patches.
Ability to multi-task and be flexible enough to quickly change priorities in a fast pace environment.
Advanced proficiency with current personal computer tools and office productivity software tools.
Excellent verbal and written communication skills.
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.
Ability to work independently as well as effectively in a team environment.
Attention to detail especially as pertains to process execution, testing, following policy and procedures, change management, maintaining an orderly technology environment, labeling, and documenting.
Knowledge of current programming and scripting languages.
Experience with configuring PC hardware and software, including hardware installations.
Experience with software test plan design and implementation.
Experience in enterprise ticketing systems like Service-Now, Remedy, etc.
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. 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 FormEstimated Salary: $20 to $28 per hour based on qualifications.
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