Computer Support Analyst

The New York Times Shared Services Center is the Business Solutions Provider for one of the world's premier media companies. Located in downtown Norfolk, Virginia, the SSC is a centralized facility for streamlining many of the Company's core processes in Benefits, Finance, Strategic Sourcing & Contracts, and Information Technology.

Purpose

To provide technical and functional support via the phone, in writing or in person to New York Times end users on technical issues to include installation, problem resolution, end-user training.


Responsibilities
- Serve as a technical resource and the central point of contact for technical or functional issues with supported systems to include computer and printer hardware, operating systems, and enterprise applications.

- Troubleshoot, research, and resolve technical and functional issues using available resources and following established procedures.

- Utilize call tracking management system to track and escalate technical or functional issues according to procedures.



Key Results Area

- 100% of calls logged as tickets or ticket updates

- 90% of assigned tickets resolved within service level agreement

- 70% of calls resolved on the first contact

- Average call time no greater than 5:00 minutes

- Average after call work no longer than 3:30 minutes



Customer/Business Partners: All New York Times Corporation employees domestic & international

Technical Knowledge/Skills

Required:

- Excellent technical and analytical troubleshooting skills.

- Must be able to accurately document and manage technical issues to resolution.

- Ability to troubleshoot Windows PC/Macintosh operating systems and PC/laptop hardware.

- Basic understanding of networking principles and protocols (TCP/IP and IPX) in both LAN and WAN environments.

- Working knowledge of Microsoft Office applications.

- Working knowledge of e-mail system principles (Lotus Notes & Eudora highly desired).



Preferred:

- Experience with PeopleSoft Financial and Human Resource applications.

- Working knowledge of Windows Server OS, Novell and Citrix environments.

- Experience in troubleshooting web-based applications.



Educations or Certifications

Required:

- Associates degree in Computer Science or Electronics Technology or 2 years technical skills training and experience in a progressive environment

- A+ Certification



Preferred:

- Bachelor's degree in Computer Science or Electronics Technology

-Two of the following certifications preferred:

Microsoft Certified Professional

Certified Novell Administrator

Citrix Certified Administrator

Certified Lotus Professional

Network +



Work Experience

Required: Minimum 1 year experience in a Level I technical customer service environment required.



Preferred: Support experience in a competitive media environment.



Additional Requirements:

- Must demonstrate exceptional customer service skills

- Must be professional; demonstrate a positive attitude, reliable

- Must have proven ability to follow through

- Must have strong written and oral communications

- Must be independent and able to fulfill job requirements with minimal supervision

- Shift work required

The New York Times Company is an equal employment opportunity employer, and does not discriminate on the basis of race, color, religion, gender, sexual orientation, marital status, age, disability, national origin, citizenship, or any other protected characteristic. The New York Times Company is committed to diversity in its most inclusive sense.
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