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