Help Desk Technician
The Washington Post - Washington, DC

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The Washington Post is in search of a Tier II Helpdesk Technician. Under general supervision, the Technician coordinates, documents, tracks and resolves incidents and completes work orders per departmental procedures. These pertain to Windows and Macintosh hardware and operating systems, mobile devices, and specialized equipment. The Technician provides support to clients on a variety of software and hardware platforms and provides client administration to various systems and resources.

Provide high quality phone and in-person support of Windows and Macintosh computers

Strong familiarity with and troubleshooting of Windows and Apple desktop software

Support Blackberries and ActiveSync devices such as iPhones and Android devices

Support remote access for end users

Provision, integrate, troubleshoot and maintain Windows and Macintosh clients in an Active Directory environment

Plan the installation, configuration, maintenance, and troubleshooting of printers as needed

Document, monitor and resolve incidents and complete work requests per Service Level Agreement (SLA) and departmental procedures

Possess broad working knowledge of electronics, PC architecture, PC operating systems, Microsoft Office, Demonstrated advanced knowledge in at least one specialized areas:

PC maintenance and troubleshooting (Disk maintenance utilities, BIOS updates, etc.)

Computer installations/upgrades (profile migration, RAM installation, hard drive replacements, etc).

LANDesk Management Suite usage

VPN Configuration and support

Printer maintenance, configuration and troubleshooting

Maintain professional customer service and support best practices

Must be physically able to handle large packages weighing up to 50 pounds. Must be able to crawl, bend and stoop.

Bachelor’s degree in Information Technology or related field preferred

MCSE, CCNA certifications preferred

Experience with helpdesk ticketing systems and best practices

2-3 years experience configuring and maintaining Windows and Macintosh computers in an Active Directory environment

Basic understanding of local area networks and network protocols such as DNS, SMTP, TCP/IP, etc

Basic understanding of web technologies such as HTML, CSS, etc

Experience performing basic system administration tasks in Active Directory

Experience supporting Outlook in an Office 365/Exchange 2010 environment

(ind 123)

Required Skills

Required Experience

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One of the world’s most trusted media organizations, The Washington Post provides millions of people with everything they need to...