IT Service Desk Technician - Temporary

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

We at the Service Desk provide and support the computers and mobile equipment that NPR staff rely on. We manage the organization's computers, services, and collaborate with other teams to ensure they are operational for NPR broadcasts. As a Service Desk Technician in our Culver City, CA office you will work as part of the IT Operations team to support technology and NPR staff including servers, infrastructure, and broadcast tools. This role will focus on resolving end-user issues as well as assisting in building and maintaining the IT infrastructure and systems used for broadcast audio teams.

The ideal candidate will have enterprise IT support experience, some background in systems administration with tools such as: Active Directory, Okta, MS Entra and Google Workspace suites, SCCM, Kandji, networking, storage and datacenter management, and be able to work together with teams in other locations. Experience in a deadline driven environment and exposure to content management, audio editing, and broadcast system tools are a plus.

RESPONSIBILITIES

• Provide end-user support to resolve incidents for staff working in-person and remotely

• Diagnose issues with computer, mobile, and peripheral hardware

• Diagnose issues with network connectivity over ethernet, wireless, and VPN

• Troubleshoot OS and applications on PC, Mac, mobile

• Manage accounts for mail, telecom, and access controls

• Administer user and computer accounts using Active Directory, Entra, Okta, SCCM, Intune and Kandji management tools

• Install, build, and maintain computers, network, telephony equipment, peripherals, and mobile devices including computers in highly available production studios

• Respond to problems and service requests within SLAs

• Provide creative troubleshooting for applications and production systems

• Assist in administration of other tools used within IT Operations

• Interface with IT and local management at supported sites

• Acting liaison for escalations on critical issues for various internal technology groups between tier 1, 2, 3, and management teams

• Collaborate with other IT Operations teams to successfully complete projects and support local infrastructure and services

• Have knowledge of IT project management practices and contribute in the creation of project plans and the analysis and monitoring of project risks

• Follow institutionalized change management process to implement changes to enterprise equipment

• Assist in maintaining on-site data center equipment and services including: internet connectivity and network, power, phone systems, servers, storage, and other IT assets

• Document processes, procedures, instructions, and training materials for users and IT colleagues utilizing our knowledge base and intranet

• Coordinate and perform department moves

• Maintain local equipment inventory and communicate with IT Coordinator to update central asset management

• Available to work shifts as required, including nights and weekends based on 24x7 operation

• Participate in after-hours on-call rotation

• Train and mentor junior technicians

• Interface with outside clients and vendors

• Available to travel and support other sites as needed

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

• Desired certifications: A+, Network+, Security+, MCP and/or Apple Certified Macintosh Technician (ACMT)

• Exceptional customer service/interpersonal skills

• Excellent verbal and written communication skills

• Ability to operate in a deadline driven environment and successfully prioritize multiple responsibilities

• Minimum 3 years Service Desk experience

• Strong PC and Mac hardware, application, OS, and mobile troubleshooting skills

• Experience troubleshooting network, telecom, server OS and hardware issues

• Familiarity with networking concepts such as DNS, DHCP, VPN, IP networking and voice/data cabling

• Support video conferencing and AV equipment

• 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

• Self-Starter, detail oriented, with strong organizational skills

PREFERRED QUALIFICATIONS

• Knowledgeable in supporting audio editing tools such as ProTools and DAViD suite of broadcast and editing tools

• Experience administering accounts and groups in Exchange/Entra

• Experience administering accounts for Multi Factor Authentication

• Windows administration and patching using SCCM and Intune

• Apple administration and patching using Kandji

• VOIP phone system management

• Experience maintaining equipment in data centers

• Knowledge of Scripting and automation

• Experience with system monitoring

• Experience with Windows and Linux Server Virtualization and System Administration

• Experience with AWS or other cloud services

• Project Management skills

EDUCATION REQUIREMENT

Bachelor's degree preferred or an equivalent combination of education and experience.

WORK LOCATION

• On-site: This is an on-site role based in Culver City, CA.

JOB TYPE

• This is a temporary (12-month) full time position.

COMPENSATION

Hourly Rate: The U.S. based anticipated hourly rate for this opportunity is ($43.27 - $49.04) per hour. The range displayed reflects the minimum and maximum hourly rate 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.

CLOSING COMPLIANCE STATEMENTS

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.

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.

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

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

$43.27-$49.04 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.