SaaS IT Support Analyst (Tier 1)

The Washington Post; Washington; On-site; USD 64,000 - 97,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

Pension and 401(k) match

Paid time off and holidays

Parental leave

Job summary

The Washington Post is seeking a motivated Tier 1 Help Desk Analyst to provide advanced technical support in a modern SaaS-driven IT environment. You will resolve requests, manage user accounts and permissions, and support endpoint devices across Windows and macOS.

Ideal candidates have ITSM experience, PowerShell scripting skills, and familiarity with APIs. Join a collaborative team that values documentation and continuous improvement and supports on-site operations.

Qualifications

• 2-3 years of experience in a Help Desk/IT Support role.
• Experience troubleshooting Windows and macOS operating systems.
• Knowledge of ITSM frameworks and service management practices.
• Experience using ticketing systems such as ServiceNow.
• Basic knowledge of Active Directory administration.
• Experience administering Google Workspace and Slack.
• PowerShell scripting for admin tasks.
• REST APIs and API integrations.

Responsibilities

• Provide Tier 1 support for hardware, software, and SaaS issues.
• Troubleshoot Windows and macOS devices."
• Investigate and resolve incidents and service requests.
• Create and maintain knowledge base articles.
• Collaborate with Engineering/Tech teams for timely resolutions.
• Manage user lifecycle: onboarding, offboarding, access changes.
• Administer user accounts, groups, licenses across SaaS platforms.
• Assist with identity and access management in directories.
• Ensure compliance with security/access policies.
• Maintain platform configurations and licenses.
• Monitor platform health and respond to issues.
• Develop PowerShell scripts to automate tasks.
• Use APIs to integrate systems and streamline workflows.
• Document processes and contribute to service improvements.

Skills

Windows/macOS support

ITSM processes

ServiceNow

Active Directory

PowerShell

APIs & integrations

Education

IT degree preferred

Tools

Google Workspace

Slack

Job description

The Washington Post is seeking a motivated Tier 1 Help Desk Analyst to provide advanced technical support in a modern SaaS-driven IT environment. You will resolve requests, manage user accounts and permissions, and support endpoint devices across Windows and macOS.

Ideal candidates have ITSM experience, PowerShell scripting skills, and familiarity with APIs. Join a collaborative team that values documentation and continuous improvement and supports on-site operations.