Temporary IT Service Desk Technician

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 were 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.

In this role you will serve as the primary point of contact supporting NPR staff and the technology they rely on dailyspanning business applications network connectivity and broadcast/podcast production tools. Operating in our Washington D.C. facility you will provide critical technical support hands-on hardware troubleshooting and user training. You will collaborate closely with cross-functional technology teams to ensure that service disruptions are minimized directly contributing to the uninterrupted delivery of public service journalism.

If you thrive in a collaborative environment and are passionate about supporting the technology that drives media and storytelling we invite you to apply.

• End-User Support & Diagnostics: Resolve technical incidents for in-person and remote staff diagnosing and troubleshooting computers mobile devices operating systems applications and peripheral hardware across PC and Mac platforms.
• Network & Infrastructure Support: Diagnose and resolve localized network connectivity issues (ethernet Wi-Fi VPN)
• Identity & Access Management: Administer accounts and access controls using Active Directory MS Entra Exchange Admin Center and multi-factor authentication policies.
• Systems Administration & MDM: Deploy configure and maintain workstation fleets using endpoint management systems for Windows and Mac.
• Incident Ownership & SLAs: Monitor triage and take complete ownership of incoming service desk tickets ensuring all requests are met within established Service Level Agreements (SLAs).
• Production & CMS Support: Provide technical troubleshooting and support for internal and hosted Content Management Systems (CMS) and specialized production applications.
• Onboarding & Asset Management: Manage employee technical onboarding including provisioning accounts phone configurations workstation builds and coordinating workspace-related hardware moves.
• Documentation & Continuous Improvement: Create and maintain clear standard operating procedures (SOPs) knowledge base articles and training materials for end-users and IT colleagues.
• Collaboration & Operational Alignment: Partner with centralized engineering and infrastructure teams to support internal services assist with technical projects and follow security compliance guidelines.

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.

• Multi-Platform Support: Proven experience diagnosing and configuring hardware software and operating systems for both macOS and Windows environments.
• Access Control Administration: Practical experience managing user accounts and access permissions in Active Directory Microsoft Entra (Azure AD) Exchange and MFA tools.
• Network Troubleshooting: Foundational understanding of network concepts and troubleshooting protocols for DNS DHCP Wi-Fi and VPN systems.
• AV & Collaboration Tools: Demonstrated experience setting up maintaining and troubleshooting enterprise video conferencing and AV equipment.
• Empathetic Communication: Strong interpersonal skills with a demonstrated ability to translate complex technical concepts to non-technical users.
• Prioritization & Agility: Proven capability to prioritize multiple support responsibilities effectively in a deadline-driven environment.

• Prior Service Desk or desktop support experience within an enterprise-scale environment.
• Experience supporting users or systems in a 24/7 broadcast journalism or media production setting.
• Proven experience writing technical documentation user guides or standard operating procedures.

• Hardware diagnostics and provisioning (Mac & PC).
• Identity and Access Management administration.
• Enterprise ticket management/ITSM workflows.
• Mobile Device Management (MDM) concepts.
• Industry certifications (e.g. CompTIA A Network Security or Apple ACMT) are highly desired.

• Bachelors degree preferred or an equivalent combination of education and professional work experience.

• On-site: This is an on-site role based in Washington DC
• Expected schedule: Mon-Fri 8am-5pm or 9am-6pm (depending on need)
  Disclaimer: Able to work shifts including overnight evening and weekends as required based on our 24 x 7 operations
• Operational Readiness: Candidates must be flexible to work occasional alternative shifts (evenings/weekends) based on operational needs and must participate in an after-hours on-call rotation.

• This is a temporary (7-month) full-time position.

Hourly Rate: The U.S.-based anticipated hourly rate for this opportunity is $30 - $35 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.

NPR Benefits: NPR provides comprehensive benefits for employees and dependents. Regular full-time employees scheduled to work 30 hours or more per week are eligible to enroll in NPRs 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.

#LI-ONSITE

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 assistancewith the application process please reach out to .

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