Level 1 Help Desk Support Specialist

Information Technology New York City, New York


Level 1 Desktop Support Specialist                                  

New York Public Radio is seeking a Level 1 Desktop Support Specialist. This position is responsible for first level problem and incident recording, problem resolution and problem escalation in the Information Technology (IT) field. The candidate will diagnose and escalate as needed to Business, Broadcast, and Radio Engineering technology teams. Areas of support include: PC/Mac desktops/laptops and tablets, application software, peripheral devices such as audio equipment, and other technology as deemed within scope.

This role reports to the Helpdesk Manager.


  • Assist staff with the installation, configuration and ongoing usability of the following: desktops, laptops, IOS devices, Android devices, printers, operating systems, and audio editing applications.
  • Ensure desktop computers, laptops and smart devices interconnect seamlessly with diverse systems including active directory, file-shares, printers, email, remote access and cloud based applications.
  • Set up and break down A/V systems for onsite conference rooms and offsite organization meetings.
  • Monitor and manage helpdesk support requests via telephone, email and walkup.
  • Ability to work extended hours as needed and be on call on a rotational basis.
  • Assist users remotely with various IT needs.SKILLS, KNOWLEDGE A


  • At least 3 years of experience supporting a similar sized organization (at least 350 users)
  • Strong knowledge of Windows 10, Windows 7, Office 365, Mac OS, VMware Horizon Remote Access, Cisco AnyConnect, Zoom and Sophos anti-virus software
  • Knowledge of HP desktops/laptops, associated peripherals and printers
  • Knowledge of IOS and Android tablets, smart phones and associated peripherals
  • Industry certifications a plus
  • Ability to troubleshoot basic software, hardware, LAN connectivity and VPN remote access problems
  • Demonstrated ability to manage multiple priorities, manage helpdesk tickets and follow through on tasks to completion
  • Experience in providing excellent customer service to users 
  • Excellent oral and written communication skills and the ability to effectively communicate with IT staff, vendors and consultants, organizational leaders, and users with various levels of technological abilities.
  • Preferred experience with some or all of the following: Salesforce, Adobe Creative Cloud Suite, SQL Server, Google G-Suite, Dropbox Administration, Slack Administration, Crestron A/V units, Wide Orbit Traffic, Avaya IP Office/IP Smart Phone and Zoom Rooms.

Additional Information

This is a full-time role that includes benefits. New York Public Radio offers competitive compensation with excellent medical, dental, and vision insurance, and paid time off benefits.

Due to the nature of this role, in-person work at our office is required. All facilities are cleaned often, our ventilation system is fully compliant with COVID safety standards, and being fully vaccinated against COVID-19 and mask wearing is required. Our team has worked very hard to make this a safe environment for those whose job duties require them to be onsite.

Commitment to Diversity, Equity & Inclusion

At New York Public Radio diversity, equity, and inclusion is more than a strategy or an initiative; it is an organizational mindset that is reinforced every day. Ultimately, we strive to place our employees at the center of our thinking and pursue inclusive strategies to support and encourage them and create a more engaged, committed, and productive workforce. Diversity, equity, and inclusion are especially important to us as a media organization because a diverse workforce allows us to report with perspective and insight, and deliver a variety of content reflecting the diverse population we serve in New York City and beyond. We believe that diversity is essential to honest, authentic, accurate storytelling and reportage; creating an inclusive workplace in which all voices are encouraged and heard is a core part of our values as an organization. 

Equal Opportunity

New York Public Radio is an equal opportunity employer committed to achieving the goal of equal employment opportunity for all. Applicants and employees are considered and evaluated for positions without regard to mental or physical disability, race, creed, color, religion, gender, national origin, citizenship status, age, genetic information, military or veteran status, sexual orientation, marital status, employment status or any protected federal, state or local status unrelated to the performance of the work involved.