IT Support Specialist

Full Time Job
The NPR IT Support Specialist will work as part of the IT Operations team to provide technology support to NPR staff and production workstations. The specialist will focus on efficiently providing solutions in person or remotely and researching and administering enterprise support systems. In addition to addressing problems they will proactively maintain computer equipment and assist with team projects.

RESPONSIBILITIES
• Provides end-user support for application, OS, and hardware issues for both Mac and PC
• Installs, builds, and maintains computers, network, telephony equipment, peripherals, and mobile devices
• Provides technical assistance and training to end-users and junior technicians
• Administers user and computer accounts using Active Directory, SCCM, and JAMF
• Acts as a liaison for escalations on critical issues for various internal technology groups between tier 1, 2, 3, and management teams
• Provides creative troubleshooting and support for applications and production systems
• Onboards new employees; including new user training and providing account, phone, and equipment
• Leads and oversees small and large-scale PC related projects
• Applies IT project management techniques
• Responds to service requests within required Service Level Agreement
• Documents processes, procedures, instructions, and training materials for users and IT colleagues
• Collaborate with other IT Operations teams to support local infrastructure and services and assist with projects
• Assists in ensuring adherence to PC related policies, procedures, and standards
• Responds quickly to critical equipment and software issues. Including on-call assignments to support NPR’s 24 x 7 x 365 schedule
• Coordinates and performs department moves
• Interfaces with outside clients and vendors
• Available to travel, as required

QUALIFICATIONS

EDUCATION: Bachelor’s degree preferred with a concentration in MIS or Computer Science or an Associate degree and 4 years of direct career experience in information technology disciplines, or an equivalent combination of education and experience

Certifications: A , Network , MCP or ACMT, JAMF certifications desired

REQUIRED SKILLS
• Exceptional customer service/interpersonal skills
• Excellent verbal and written communications skills
• At least 3 years of experience supporting, maintaining, troubleshooting, and administering in an enterprise environment
• Experience configuring hardware and software for Mac and PC
• Experience with Windows Server, Active Directory, SCCM, and JAMF Pro
• Proficiency in networking services such as DNS, DHCP, etc.
• Understanding of TCP/IP networking
• Support web 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
• Strong attention to detail, especially as it pertains to process execution, testing, following policy and procedures, change management, maintaining an orderly technology environment, labeling, and documenting
• Self-Starter, detail oriented, and strong organizational skills

PREFERRED SKILLS
• Experience administering JAMF Pro
• Experience administering Service Desk ticketing tools
• Knowledge of Scripting
• Experience with Windows Server Administration
• Experience building and maintaining PC and Mac images
• Experience with Avaya IP phone management
• Project Management skills

All applications must include a resume and cover letter to be considered.

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. NPR is committed to being an inclusive place to work 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, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.