Job Description

This assignment posting is for an Agency Worker opportunity with Dotdash Meredith. The Agency Worker is paid by a staffing agency employer. Agency Workers will receive a W2 from the staffing agency reporting their earnings for tax purposes.

IT Service Desk Analyst (Contractor)

In-office Expectations: This position requires in-person attendance at the office 2-3 days a week. As a Service Desk Analyst, you will be tasked to provide hands-on and remote technical support to end-users. You will be responsible for resolving technical issues, asset management, escalating problems as needed to Sr technicians, and providing excellent customer service. This role requires an understanding of IT systems, applications, and troubleshooting techniques.

The IT Service Desk is a highly dedicated team that consistently delivers timely, world-class customer service by prioritizing, coordinating, and facilitating IT support requests for the Dotdash Meredith organization. Reporting to the Manager, IT Service Desk. This role will provide support to the Dotdash Meredith staff - including ticket triage, desktop support, network support, conference room support, application /software support, and IT Walk-up coverage. Technical support may take place in-person or remotely via phone, Zoom, and Slack. 

Assignment Details: 

24 hours a week

Start date: ASAP

End date: 6 months with potential to extend

Hourly Rate: $25

Location: DDM West Hollywood office

Assignment Responsibilities:

30%

First point of escalation for L1 and L2 IT Service Desk-related issues. Monitor ticket queues and Slack support channels, providing exceptional support and resolution times.

Collaborate with other IT teams to escalate complex problems, support project testing and deployment, and proactively communicate updates to end-users and stakeholders throughout the resolution process.

Troubleshoot and resolve issues on Mac OS and Windows computers.

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

Work with vendors to schedule and coordinate hardware repairs.

Provide backup support for conference and Zoom room needs.

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

Deliver L1 - L2 support for Adobe products

Assist with ad-hoc and team projects as needed.

% Travel Required (Approximate): Less than 10%, annually.

Skills/Experience:

• A high school diploma or higher, (i.e. an associate’s or bachelor’s degree in IT, Computer Science, or a related field) or equivalent work experience is required.
• A minimum of 1-2 years of experience with an in-person or virtual technical support role in a fast-paced, high-volume support environment.
• Ability to troubleshoot hardware, software, and peripherals.
• Ability to provide great customer service to our end users.
• Proven ability to think critically and find solutions under pressure.
• Knowledgeable in MacOS and Windows 10/11 operating systems, with experience in hardware troubleshooting.
• Possesses some experience in managing and resolving issues related to cloud-based services, including Slack, Google Workspace, Office 365, and various other SaaS applications.
• Experience with an identity management system, such as Okta or Active Directory is a plus.
• Experience with MDM systems such as Jamf and Intune is a plus. 
• Familiarity with Adobe support
• Basic 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.
• Must be able to lift up to 50lbs.
• Industry-recognized certifications such as CompTIA A+, Network+, and Security+, are a plus.

Dotdash Meredith is America’s largest digital and print publisher. Our 40+ iconic and fast-growing brands harness the best intent-driven content, the fastest sites, and the fewest ads to help nearly 200 million people every month, including 95 percent of US women, make decisions, take action, and find inspiration. Dotdash Meredith brands include PEOPLE, Better Homes & Gardens, Verywell, FOOD & WINE, The Spruce, Allrecipes, Byrdie, REAL SIMPLE, Investopedia, Southern Living and more.

Please be aware of fraudulent recruiters offering opportunities at Dotdash Meredith. If you are in conversations about a job opportunity and wish to confirm its validity, please reach out directly to [email protected].

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