Senior IT Help Desk Specialist - SaaS & Automation

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

Benefits offered by this job

Medical insurance

Dental insurance

Vision coverage

401(k) match

Paid time off

Parental leave

Job summary

The Washington Post is seeking a motivated Tier 1 Help Desk Analyst to deliver advanced technical support in a modern SaaS-driven IT environment. You will handle user accounts, permissions, and platform administration across Windows and macOS, while building solutions with PowerShell and APIs.

You will collaborate with Engineering and Technology teams to resolve incidents, automate tasks, and ensure secure access across multiple SaaS platforms.

Qualifications

• 2-3 years in a Help Desk, Service Desk, Desktop Support, or IT Support role.
• Experience troubleshooting Windows and macOS operating systems.
• Working knowledge of ITSM frameworks and service management practices.
• Experience using ticketing systems such as ServiceNow or similar platforms.
• Basic knowledge of Active Directory administration.
• Experience managing users and permissions across multiple SaaS applications.
• Experience administering Google Workspace and Slack.
• Working knowledge of PowerShell scripting for administrative tasks.
• Familiarity with REST APIs and API-based integrations.
• Strong customer service, communication, and problem-solving skills.

Responsibilities

• Provide Tier 1 support for hardware, software, and SaaS applications.
• Troubleshoot Windows and macOS devices.
• Investigate and resolve incidents and service requests.
• Document solutions in the knowledge base.
• Collaborate with Engineering and Technology teams for timely resolution.
• Manage user lifecycle activities (onboarding, offboarding, access mods).
• Administer user accounts, groups, permissions, and licenses across SaaS platforms.
• Assist with identity and access management in Active Directory and directory services.
• Ensure compliance with security and access control policies.
• Develop and maintain PowerShell scripts to automate tasks.
• Utilize APIs to integrate systems and streamline IT workflows.
• Follow ITSM processes for Incident, Request, Problem and Change Management.
• Maintain ticket documentation and service records.
• Contribute to service improvements and best practices.

Skills

Windows

macOS

ITSM

ServiceNow

Active Directory

PowerShell

REST APIs

SaaS platforms

Education

Bachelor's degree in IT or related field

Tools

ServiceNow

Okta

Google Workspace

Slack

Ivanti Neurons

Asana

Adobe

Job description

The Washington Post is seeking a motivated Tier 1 Help Desk Analyst to deliver advanced technical support in a modern SaaS-driven IT environment. You will handle user accounts, permissions, and platform administration across Windows and macOS, while building solutions with PowerShell and APIs.

You will collaborate with Engineering and Technology teams to resolve incidents, automate tasks, and ensure secure access across multiple SaaS platforms.