Overnight Support Technician II

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, we're 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. INTRO TO POSITION In this role you will be the first point of contact to support staff and the technology they use at NPR, from business applications to network connectivity, broadcast and podcast production. You will provide staff with training and troubleshooting assistance at the application and hardware level. This role works closely with other technology teams to support our tools and services so that technology issues are addressed quickly. The ideal candidate will have enterprise IT support experience with tools such as: Active Directory, Okta, MS Entra and Google Workspace suites, networking, and be able to work together with teams in other locations. Experience in a deadline driven environment, exposure to ITSM tools such as Freshservice, and an interest in public media are a plus. We operate 24/5 with an on-call rotation during weekend overnights. This role's shift is overnight and onsite in Washington, DC five days a week from 10pm - 7am ET. RESPONSIBILITIES Provide end-user support to resolve technical incidents for staff working in-person and remotely Diagnose issues with computers, mobile devices, and peripheral hardware Diagnose issues with network connectivity over ethernet, wireless, and VPN Troubleshoot OS applications on PC, Mac, mobile Support users producing content in in house and hosted Content Management Systems Manage accounts for email, telecom, and access controls Configure and manage Avaya VOIP phones Administer user and computer accounts using Active Directory, Azure, Exchange Admin Center, Okta, SCCM, and Kandji Monitor, triage, and take ownership of support incidents Install, build, and maintain computers, network, telephony equipment, peripherals, and mobile devices Provide creative troubleshooting and support for applications and production systems Respond to service requests within required Service Level Agreement Document processes, procedures, instructions, and training materials for users and IT colleagues Collaborate with other teams to support local infrastructure and services and assist with projects Adhere to Service Desk policies, procedures, and security standards and apply to daily work Identify and address system outages by following appropriate escalation path Able to work 10:00pm - 7:00am Sunday - Thursday overnight shift and other shifts as required including evenings and weekends based on 24 x 7 operation Participate in after-hours on-call rotation Coordinate and performs department moves Interface with outside clients and vendors 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. MINIMUM QUALIFICATIONS Certifications: A, ITIL certifications desired Configuring hardware and software for Mac and PC Support video conferencing and AV equipment 1 year prior Service Desk experience in an enterprise environment Experience administering accounts in Active Directory, Entra, Exchange Admin Center Experience administering accounts for Multi-factor Authentication Knowledge of best IT practices, policies, and procedures PREFERRED QUALIFICATIONS Experience with Windows administration in SCCM and Intune Experience with Apple administration in Kandji Experience with Avaya IP phone management Experience troubleshooting network performance and connectivity for end-users Experience supporting business applications at an advanced level Provide feedback on process improvements and opportunities to innovate Experience building and configuring computers, network, telephony equipment, peripherals, and mobile devices EDUCATION REQUIREMENT Bachelor's degree preferred, or an Associate degree and direct career experience in information technology disciplines, or an equivalent combination of education and experience WORK LOCATION On-site: This is an on-site overnight role based in Washington, DC . REQUIRED SKILLS Exceptional customer service/interpersonal skills Excellent verbal and written communications skills with technical and non-technical audiences PC and Mac hardware, application, OS, and mobile troubleshooting skills Self-Starter, detail oriented, with strong organizational skills especially as it pertains to process execution, testing, following policy and procedures Must be able to work cooperatively with others as part of a team, hold own work to high standards, and inspire others to do the same Ability to operate in a deadline driven environment and successfully prioritize multiple responsibilities JOB TYPE This is a full time, non exempt position. COMPENSATION Hourly Rate: The U.S. based anticipated hourly rate for this opportunity is $33.65 an hour - $36.18 an hour plus a 15% shift differential for hours worked between 12am and 7am. The range displayed reflects the minimum and maximum hourly rate NPR expects to provide for new hires for the position across all US locations. Benefits: NPR offers access to comprehensive benefits for employees and dependents. Regular, full-time employees scheduled to work 30 hours or more per week are eligible to enroll in NPR's 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. CLOSING COMPLIANCE STATEMENTS The range displayed reflects the minimum and maximum salaries NPR expects to provide for new hires for the position across all US locations. NPR Pay Range $33.65-$36.18 USD 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 assistance with the application process, please reach out to employeerelationsnpr.org. You may read NPR's privacy policy to learn about how NPR may handle information you submit with any application. Want more NPR? Explore the stories behind the stories on our NPR Extra blog. Get social with NPR Extra on Facebook and Instagram. Find more career opportunities at NPR.org/careers.