Job Title

Job Description

About Your Contributions:

• Reporting to an IT Service Desk Manager, as a member of the IT Service Desk team, provide support to the Dotdash Meredith staff, including desktop support issues primarily on-site, and remotely as needed. Support may take place in-person or remotely via phone, Zoom, and Slack.

• Monitor ticket queues and Slack support channel, providing exceptional support and resolution times.

• Ensure provided support meets SLAs.

• Participate in the on-duty rotation covering walkup support, Slack, and ticket management.

• First point of escalation for L1 and L2 IT service desk related issues.

• Assist with application provisioning and deployment of new equipment to end-users and new staff.

• Provide backup support for conference and Zoom room needs.

• Work with vendors to schedule hardware repairs.

• Assist with management and auditing of hardware inventory, as well as software site licenses.

• Create, manage, and maintain internal technical documentation as is relevant to the team.

• Assist with ad-hoc and team projects as needed.

• This is an on-site role

About You:

• 4 years of experience in an in-person or virtual technical support role in a fast-paced, high-volume support environment.

• Strong troubleshooting skills with hardware, software, and peripherals

• A strong dedication to customer service excellence

• Proven ability to think critically and find solutions under pressure

• Strong macOS and Windows 10/11 proficiency

• Mac and PC hardware troubleshooting

• Experience in managing and troubleshooting cloud-based services such as Slack, Google Workspace, Office 365, and other SaaS applications.

• Experience with an MDM system such as Jamf and Intune.

• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP)

• Strong desire to learn new technologies and systems

• Zoom and Zoom room support experience

• Comfortable working with ticketing systems such as Jira Service Desk

• Ability to work occasionally after hours and on weekends for maintenance and as part of an on-call rotation, if needed.

• Industry-recognized certifications such as CompTIA A , Network are a plus

• Bachelor's degree preferred

It is the policy of Dotdash Meredith to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, the Company will provide reasonable accommodations for qualified individuals with disabilities.Accommodation requests can be made by emailing .

The Company participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here:https://www.e-verify.gov/employees

Pay Range

The pay range above represents the anticipated low and high end of the pay range for this position and may change in the future. Actual pay may vary and may be above or below the range based on various factors including but not limited to work location, experience, and performance. The range listed is just one component of Dotdash Meredith's total compensation package for employees. Other compensation may include annual bonuses, and short- and long-term incentives.In addition,Dotdash Meredith provides to employees (and their eligible family members) a variety of benefits, including medical, dental, vision, prescription drug coverage, unlimited paid time off (PTO), adoption or surrogate assistance, donation matching, tuition reimbursement, basic life insurance, basic accidental death & dismemberment, supplemental life insurance, supplemental accident insurance, commuter benefits, short term and long term disability, health savings and flexible spending accounts, family care benefits, a generous 401K savings plan with a company match program, 10-12 paid holidays annually, and generous paid parental leave (birthing and non-birthing parents), all of which may vary depending on the specific nature of your employment with Dotdash Meredith and your work location. We also offer voluntary benefits such as pet insurance, accident, critical and hospital indemnity health insurance coverage, life and disability insurance.