Support Specialist, Enterprise Technology

Overview

The role of Enterprise Technology Support Specialist at ProPublica involves providing technical support for colleagues across the organization. This includes troubleshooting IT issues, providing clear documentation and training, and implementing modern and secure solutions.

Responsibilities

• Provide technical support for end-user workstations for remote and NYC-based employees across the organization, including hardware, software and network-related issues.
• Support and assist with employee onboarding, ensuring they are equipped with necessary systems knowledge for their roles.
• Affiliate with regular maintenance on office technology, A/V hardware and end-user computer systems, including updates, backups, installations and system optimization.
• Affiliate 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 the use of modern tools and security measures.
• Stay informed about the latest technology trends and security best practices to recommend and implement improvements.

Qualifications

• At least three years of professional, detail-oriented end-user support, including hands-on support, and prior experience supporting executive users.
• 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.
• 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.
• Experience with Jira Service Management or similar systems is a plus.
• Able to prioritize and manage multiple tasks in a fast-paced environment.
• Certifications in relevant areas, such as Network+ or Security+, are a plus.
• Able to travel, if needed, to support our offices in Washington, Atlanta, Chicago, Phoenix and Berkeley.