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About the Role

As an enterprise technology support specialist at ProPublica, you will provide technical support for colleagues across the organization, ensuring seamless work by troubleshooting IT issues, providing documentation and training, and implementing secure solutions. You will help ensure the highest level of security and support the work of others.

Responsibilities

• Provide technical support for end-user workstations for remote and NYC-based employees, including hardware, software, and network issues.
• Support and assist with employee onboarding, ensuring they have necessary systems knowledge.
• Assist with regular maintenance on office technology, A/V hardware, and end-user computer systems.
• Assist with technology life-cycle management processes, including inventory tracking, procurement, refresh, and disposition.
• Document support processes, procedures, and solutions, emphasizing security and best practices.
• Conduct training sessions to educate end-users on modern tools and security measures.
• Stay informed about the latest technology trends and security best practices to recommend and implement improvements.

Requirements

• At least three years of professional, detail-oriented end-user support experience, including hands-on support and prior experience supporting executive users.
• Demonstrated proficiency in troubleshooting hardware, software, and network issues with a security-first mindset in an enterprise environment.
• Demonstrated ability to exercise good judgment, critical thinking skills, and take accountability for outcomes.
• Excellent communication and interpersonal skills, especially when explaining complex functionality to nontechnical audiences.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Ability to travel, if needed, to support offices in Washington, Atlanta, Chicago, Phoenix, and Berkeley.
• Applicants must be eligible to work in the U.S.

Skills

• Expertise with cloud-first solutions, including Google Workspace, Okta, Slack, 1Password, Mosyle MDM or similar solutions for communication, collaboration, and security.
• Strong proficiency in Windows, Mac, and iOS operating systems.
• Experience with Jira Service Management or similar systems is a plus.
• Certifications in relevant areas, such as Network+ or Security+, are a plus.

Location

• New York City, NY
• Washington, D.C.
• Atlanta, GA
• Chicago, IL
• Austin, TX
• Phoenix, AZ
• Berkeley, CA
• Remote

Work Type

• Full-time
• Hybrid

Experience Level

• Mid-level

Salary/Compensations

• $75,000 to $90,000

Benefits

• Includes benefits

About the Company

• ProPublica is an independent, nonprofit newsroom that produces investigative journalism in the public interest.
• We have more than 200 employees using Mac computers and Apple and Android mobile devices in an increasingly distributed environment.
• Devices and services are managed with Mosyle, Okta and Google Workspace.
• Teams use Google Workspace and Slack for communications and productivity tools alongside many of the modern SaaS products you would expect.
• Maintaining the security of our systems, and the privacy of our employees, sources, donors and community, has always been a primary concern.
• We continue to advance our security posture using modern encryption tools and services alongside tools like SecureDrop that help safeguard the anonymity of our sources.
• We are dedicated to improving our newsroom, in part by better reflecting the people we cover.
• We are committed to diversity and building an inclusive environment for people of all backgrounds and ages.
• We are taking steps to meet that commitment.

Equal Opportunity

• We especially encourage members of traditionally underrepresented communities to apply, including women, people of color, LGBTQ+ people and people with disabilities.
• We are an equal opportunity employer and prohibit discrimination and harassment of any kind.
• All employment decisions are made without regard to race, color, religion, sex, sexual orientation, national origin, age or any other status protected under applicable law.