IT Service Desk Technician

This is a Full Time Job

OVERVIEW

Intro to Position

In this role you will be the first point of contact to support staff and the technology they use at NPR, from business applications to network connectivity, broadcast and podcast production. You will provide staff with training and troubleshooting assistance at the application and hardware level. This role works closely with other technology teams to support our tools and services so that technology issues are addressed quickly.

The ideal candidate will have enterprise IT support experience with tools such as: Active Directory, MFA, MS Entra and Google Workspace suites, networking, and be able to work together with teams in other locations. Experience in a deadline driven environment, exposure to ITSM tools and an interest in public media are a plus. We operate 24/5 with an on-call rotation during weekend overnights.

Application Deadline: Monday, April 13, 2026 at 10am ET

Responsibilities
• Provide end-user support to resolve technical incidents for staff working in-person and remotely
• Diagnose issues with computers, mobile devices, and peripheral hardware
• Diagnose issues with network connectivity over ethernet, wireless, and VPN
• Troubleshoot OS applications on PC, Mac, mobile
• Support users producing content in in house and hosted Content Management Systems
• Manage accounts for email, telecom, and access controls
• Configure and manage Avaya VOIP phones
• Administer user and computer accounts using Active Directory, Azure, Exchange Admin Center, MFA, SCCM, and Kandji
• Monitor, triage, and take ownership of support incidents
• Install, build, and maintain computers, network, telephony equipment, peripherals, and mobile devices
• Respond to service requests within required Service Level Agreement
• Provide creative troubleshooting and support for applications and production systems
• Identify and address system outages by following appropriate escalation path
• Onboard new employees; including providing account, phone, and equipment
• Document processes, procedures, instructions, and training materials for users and IT colleagues
• Collaborate with other teams to support local infrastructure and services and assist with projects
• Adhere to Service Desk policies, procedures, and security standards and apply to daily work
• Able to work 10:00pm – 7:00am Sunday – Thursday overnight shift and other shifts as required including evenings and weekends based on 24 x 7 operation
• Participate in after-hours on-call rotation
• Coordinate and perform department moves
• Interface with outside clients and vendor
• 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.

Minimum Qualifications
• 0-4 years experience as a IT Service Technician
• Exceptional customer service/interpersonal skills
• Excellent verbal and written communications skills with non-technical audience
• Configuring hardware and software for Mac and PC
• Support video conferencing and AV equipment
• Ability to operate in a deadline driven environment and successfully prioritize multiple responsibilities
• Must be able to work cooperatively with others as part of a team, hold own work to high standards, and inspire others to do the same
• PC and Mac hardware, application, OS, and mobile troubleshooting skills
• Self-Starter, detail oriented, with strong organizational skills especially as it pertains to process execution, testing, following policy and procedures

Preferred Qualifications
• Prior Service Desk experience in an enterprise environment
• Experience administering accounts in Active Directory, Entra, Exchange Admin Center
• Experience administering accounts for Multi-factor Authentication
• Experience documenting processes, procedures, instructions, and training materials for users and IT colleagues
• Knowledge of best IT practices, policies, and procedures

Education
• Bachelor’s degree preferred or an equivalent combination of education and experience.
• Certifications: Certifications with a focus on support, network, security desired

Work Location & Requirements
• On-site: This is an on-site role based in Washington, D.C.

Job Type
• This is a temporary (6-month) non-exempt full-time position.

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

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