Senior Technician (IT Support)

Location: DC-Washington-TWP Headquarters; on-site five days a week

Salary: $64,300–$96,500 annually, with possible bonus or incentive eligibility

Company

A news organization focused on investigative storytelling, digital innovation, and delivering news to audiences across America.

What you will do

• Provide Tier 1 support for hardware, software, SaaS applications, and Windows and macOS devices.
• Investigate incidents and service requests, perform root cause analysis, and document solutions in the knowledge base.
• Manage onboarding, offboarding, access modifications, user accounts, groups, permissions, and licenses across SaaS platforms.
• Administer OKTA, Google Workspace, Slack, ServiceNow, Ivanti Neurons, and additional enterprise applications.
• Develop PowerShell scripts and use REST APIs to automate administrative tasks and improve IT workflows.
• Maintain service records, operational procedures, and ITSM processes for incident, request, problem, and change management.

Requirements

• 2–3 years of experience in help desk, service desk, desktop support, or IT support.
• Experience troubleshooting Windows and macOS operating systems and using ticketing systems such as ServiceNow.
• Working knowledge of ITSM practices, Active Directory administration, and identity and access management.
• Experience managing users and permissions across SaaS applications, including Google Workspace and Slack.
• Working knowledge of PowerShell, REST APIs, troubleshooting, analytical problem-solving, and technical documentation.
• Strong customer service, communication, prioritization, and collaboration skills.

Nice to have

• ITIL Foundation certification or equivalent.
• Experience with automation and workflow tools, cloud-first enterprise environments, and identity and access management solutions.
• Knowledge of security practices for user access and endpoint management.
• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.

Culture & Benefits

• Open-plan offices with modern technology and convenient transportation access.
• Medical, dental, and vision coverage, plus a company-paid pension and 401(k) match.
• Three weeks of vacation, up to three weeks of paid sick leave, paid holidays, and personal days.
• Twenty weeks of paid parental leave, mental health resources, backup care, and caregiver concierge services.
• Gender-affirming services, pet insurance, a free digital subscription, and career development programs.

Hiring process

• Bonus or incentive payment terms will be discussed during the interview process.