IT Service Desk Technician (Media)

TL;DR

IT Service Desk Technician (System Engineering): Providing primary technical support for staff across business applications, network connectivity, and production tools with an accent on hardware troubleshooting and identity management. Focus on minimizing service disruptions for broadcast and podcast production and ensuring high-quality end-user support.

Location: On-site in Washington, DC

Salary: $30 - $35 per hour

Company

A mission-driven multimedia organization producing award-winning news, information, and music programming.

What you will do

• Resolve technical incidents for in-person and remote staff across PC and Mac platforms, including mobile devices and peripherals.
• Diagnose and resolve localized network connectivity issues involving Ethernet, Wi-Fi, and VPN.
• Administer accounts and access controls using Active Directory, MS Entra, and Exchange Admin Center.
• Deploy and maintain workstation fleets using endpoint management systems (MDM) for Windows and Mac.
• Manage service desk tickets within established SLAs and provide technical support for internal CMS.
• Handle technical onboarding, account provisioning, and hardware asset management.

Requirements

• Must be based in Washington, DC (On-site).
• Proven experience diagnosing and configuring hardware and software for both macOS and Windows environments.
• Practical experience managing user accounts in Active Directory, Microsoft Entra (Azure AD), and MFA tools.
• Foundational understanding of network concepts (DNS, DHCP, Wi-Fi, VPN).
• Demonstrated experience with enterprise video conferencing and AV equipment.
• Flexibility to work occasional alternative shifts (evenings/weekends) and participate in on-call rotation.

Nice to have

• Prior service desk experience within an enterprise-scale environment.
• Experience supporting users or systems in a 24/7 broadcast or media production setting.
• Proven experience writing technical documentation, user guides, or SOPs.
• Industry certifications such as CompTIA A+, Network+, Security+, or Apple ACMT.

Culture & Benefits

• Comprehensive health, dental, and vision insurance for employees and dependents.
• Paid time off and financial well-being programs.
• Access to voluntary retirement savings.
• Collaborative and inclusive workplace emphasizing integrity and social responsibility.