Senior IT Help Desk Technician — SaaS & Automation

The Washington Post; Washington (District of Columbia); On-site; USD 64,000 - 97,000; Full time

Benefits offered by this job

Medical coverage

401(k) match

Paid vacation and sick leave

Parental leave

Job summary

The Washington Post is seeking a motivated Tier 1 Help Desk Analyst to deliver advanced technical support in a SaaS-driven IT environment. You will manage user accounts, troubleshoot incidents, and support Windows and macOS devices.

You will collaborate with Engineering and Technology teams to automate tasks using PowerShell and APIs, while following ITSM processes to improve service delivery. This onsite role supports multiple SaaS platforms in a fast-paced environment.

Qualifications

• 2–3 years in a Help Desk or IT Support role.
• Troubleshoot Windows and macOS operating systems.
• Knowledge of ITSM frameworks and service management practices.
• Experience using ticketing systems such as ServiceNow.
• Experience administering Google Workspace and Slack.
• PowerShell scripting for administrative tasks.
• REST APIs and API-based integrations.
• Strong customer service, communication, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent written and verbal communication skills.
• Attention to detail and documentation practices.

Responsibilities

• Provide Tier 1 support for hardware, software, and SaaS applications.
• Troubleshoot and resolve issues on Windows and macOS devices.
• Manage user lifecycle activities including onboarding and offboarding.
• Administer user accounts, groups, permissions, and licenses across SaaS platforms.
• Assist with identity and access management in Active Directory.
• Maintain security and access control policies.
• Develop and maintain PowerShell scripts to automate tasks.
• Use APIs to integrate systems and streamline workflows.
• Document solutions and contribute to knowledge base.
• Follow ITSM processes for Incident, Request, Problem, and Change Management.

Skills

Help desk experience

Windows troubleshooting

macOS troubleshooting

ITSM frameworks

Customer service

PowerShell scripting

REST APIs familiarity

Communication

Documentation

Multi-tasking

Education

Associate's or Bachelor's in IT/CS

ITIL Foundation Certification

Tools

ServiceNow

Google Workspace

Slack

Active Directory

Ivanti Neurons

PowerShell

REST APIs

Job description

The Washington Post is seeking a motivated Tier 1 Help Desk Analyst to deliver advanced technical support in a SaaS-driven IT environment. You will manage user accounts, troubleshoot incidents, and support Windows and macOS devices.

You will collaborate with Engineering and Technology teams to automate tasks using PowerShell and APIs, while following ITSM processes to improve service delivery. This onsite role supports multiple SaaS platforms in a fast-paced environment.