IT Support Specialist

Job Description

ProPublica is an independent, nonprofit newsroom that produces investigative journalism in the public interest.

We dig deep into important issues, shining a light on abuses of power and betrayals of public trust - and we stick with those issues as long as it takes to hold power to account.

We're looking for an enterprise technology support specialist. You'll be at the forefront of providing technical support for colleagues working across the organization. You'll help ensure people can do their work seamlessly by troubleshooting issues, providing clear documentation and training and helping implement modern and secure solutions. You will provide exceptional customer service by actively listening to users' inquiries, understanding their needs and responding with empathy and care.

If you have a passion for staying ahead of technology trends and ensuring the highest level of security, have a talent for friendly, accessible communication and take pride in supporting the work of others, we want you to be a part of our team.

Responsibilities:
• Provide expert-level technical support for end-user workstations and company-provided mobile devices, including hardware, software and network issues.
• Support and assist with employee onboarding and offboarding, ensuring new hires are equipped with necessary systems knowledge for their roles and following playbooks when employees leave.
• Assist with regular maintenance on computer systems, including updates, backups and system optimization.
• Assist with technology life cycle management processes including inventory tracking, procurement, refresh and disposition.
• Be proactive in monitoring spend and identifying opportunities to reduce IT-related costs without compromising service quality.
• Assist with organization and maintenance of on-premise technology, such as network endpoints and switches.
• Document support processes, playbooks and solutions, emphasizing security and best practices.
• Conduct training sessions to educate end users on the use of modern tools and security measures.
• Stay informed about the latest technology trends and security best practices to recommend and implement improvements.

Qualifications:
• 1-2 years of professional technology end-user support experience
• Expertise with cloud-first solutions, including Google Workspace, Okta, Slack, 1Password, Mosyle MDM, Intune or similar solutions for communication, collaboration and security.
• Strong knowledge of macOS, Windows and iOS operating systems.
• Proficiency in troubleshooting hardware, software and network issues with a security-first mindset.
• Good judgment, critical thinking and accountability for positive outcomes.
• Excellent communication and interpersonal skills, especially when explaining complex functionality to non-technical audiences.
• Ability to work independently, and prioritize and manage multiple tasks in a fast-paced environment.

We'd love it if you have:
• Experience working with nonprofit organizations and newsroom environments.
• Experience with Jira Service Management or similar systems.
• Certifications in relevant areas, for example Okta or Google Workspace administration.
• A proactive, service-design oriented approach to providing support.

This position is based in our New York City office with an expectation for in-office work at least four days a week.

The expected salary range for this position is $75,000 to $90,000 per year.

Jobcode: Reference SBJ-r73678-3-147-45-32-42 in your application.