Help shape the future of The New York Times Whether it’s bringing new truths to light through reporting, optimizing products and formats to deliver a world-class digital and app experience, or analyzing data to better understand how we can best serve our readers, Times employees are part of a growing, unified team that is driven to build the best destination for journalism in the world. That’s always been the case, but it is especially so today. In a time of uncertainty we’ve provided information and guidance to help readers navigate daily life — whether it’s understanding health risks or getting advice on staying sane and productive at home. This would not be possible without our journalists, data scientists, marketers, designers, engineers, project managers and many, many more. Home to world-class talent To create journalism and supporting products that stand apart, we must recruit the finest talent in the world. Journalists, data designers, videographers, agile marketers, art directors, and many others, we’re looking for people at all stages of their careers to bring different perspectives and practices to our teams. Together, we can make our journalism more insightful, meaningful and essential to the daily lives and understanding of people around the world. Employee-driven benefits If you see a job opening here that might be a good fit for you, we encourage you to apply. We offer a comprehensive and competitive benefits package that includes medical, dental and vision plans for employees and their families, health and wellness programs, a 401(k) plan, tuition reimbursement, paid vacation, paid parental leave and much more. If you are an active employee at The New York Times or any affiliates, please do not apply here. Go to the Career Worklet on your Workday home page and View "Find Internal Jobs". Thank you! The mission of The New York Times is to seek the truth and help people understand the world. That means independent journalism is at the heart of all we do as a company. It’s why we have a world-renowned newsroom that sends journalists to report on the ground from nearly 160 countries. It’s why we focus deeply on how our readers will experience our journalism, from print to audio to a world-class digital and app destination. And it’s why our business strategy centers on making journalism so good that it’s worth paying for. Times journalism is in amazing form, and audiences have been flocking to our authoritative coverage. Our journalists reported from the ground in more than 150 countries, often at great personal risk. Our talented business-side colleagues helped serve their reporting to more than three million subscribers across multiple platforms. To continue supporting our strategy of creating journalism that stands apart, along with innovative products and services to bring the news to the world, we must recruit the finest journalists and hire many of the field’s most creative, distinguished people. That starts from within. Employing more people at all levels of the organization who bring different perspectives will make our journalism more insightful, relevant and urgent. We are committed to nurturing talent and investing in our own employees before recruiting from the outside. So if you see a job opening here that might be a right fit for you, we encourage you to apply. Help Desk Analyst The Help Desk Analyst position provides infrastructure IT support services for The New York Times Company. This role will support all functional business areas, including but not limited to, problem resolution, request fulfillment, software and hardware resolution, remote support, and end-user training Responsibilities include: Answer calls from NY Times employees, freelancers, and contractors and create tickets following established policies and procedures. Troubleshoot and resolve issues via phone, chat, email, or in person from NY Times employees, freelancers, and contractors. Identify, troubleshoot, and provide support to business-critical end-users on the macOS and Windows platforms via phone, email, chat, and/or remote control. Create IT support requests and provide resolution in a timely manner within a complex, fast-paced business environment using ServiceNow and Jira ticketing systems. Troubleshoot supported operating systems and applications including but not limited to Microsoft Office, Adobe Creative Suite, financial tools and internet browsers along with third-party apps. Provide account additions, modifications, and deletion requests to NYT supported systems. Troubleshoot incidents and fulfill requests in accordance with established departmental standards including supporting ITIL change-incident-problem management processes and work instructions. Identify and improve processes and procedures that can improve the customer experience Document and/or update standard operating procedures as requested. Perform related work as assigned. Qualifications An Ideal candidate should have the ability to deliver technical customer support over the phone in a call center environment; identify, troubleshoot and resolve a wide range of technical computer-related problems; make the distinction between level one and level two end user problems; master new computer technology; maintain cooperative working relationships; and demonstrate sensitivity to, and respect for, a diverse population. Position requires 2 years of experience in the field of IT Help Desk and/or computer support. Excellent technical troubleshooting techniques. Must be available to provide 24x7 support as necessary. Familiarity with Apple platforms preferred. Familiarity with Service Now preferred. Basic understanding and/or experience with networking and telephony preferred. Strong written/verbal communication skills. Ability to perform in a dynamic environment with changing schedules and priorities. Entrepreneurial spirit. Excellent customer focus. Self-motivated. Ability to work a hybrid in-office/remote work schedule. This position is represented by the NewsGuild of NY The annual base pay range for this role is between $42,903.64 and $57,750.00.