Senior IT Support & Automation Specialist

washpost; Washington (District of Columbia); On-site; USD 55,000 - 75,000; Full time

Job summary

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

Ideal candidates bring 2–3 years of help desk experience, ITSM familiarity, and PowerShell scripting. You will automate tasks, document solutions, and collaborate with Engineering teams to keep services running smoothly.

Qualifications

• 2–3 years in a Help Desk, Service Desk, Desktop Support, or IT Support role.
• Experience troubleshooting Windows and macOS operating systems.
• Knowledge of ITSM frameworks and service management practices.
• Experience using ServiceNow or similar ticketing systems.
• Basic Active Directory administration.
• Experience managing users and permissions across multiple SaaS apps.
• Experience administering Google Workspace and Slack.
• PowerShell scripting for administrative tasks.
• Familiarity with REST APIs and API integrations.
• Strong customer service, communication and problem-solving skills.
• Strong troubleshooting and analytical abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent written and verbal communication skills.
• Attention to detail and strong documentation practices.
• Team-oriented mindset with a drive for continuous improvement.

Responsibilities

• Provide Tier 1 support for hardware, software, and SaaS issues.
• Troubleshoot Windows and macOS devices.
• Investigate and resolve incidents and service requests.
• Document root causes and solutions in the knowledge base.
• Collaborate with Engineering and Technology teams for timely resolutions.
• 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.
• Ensure compliance with security and access control policies.
• Administer Enterprise platforms and SaaS apps (OKTA, Google Workspace, Slack, ServiceNow, Ivanti Neurons, etc.).
• Develop and maintain PowerShell scripts to automate tasks.
• Utilize APIs to integrate systems and streamline workflows.
• Identify automation opportunities and contribute to process improvements.
• Maintain technical documentation and operational procedures.
• Follow ITSM processes for Incident, Request, Problem, and Change Management.
• Maintain accurate ticket records and documentation.
• Contribute to service-improvement initiatives.

Skills

Customer service

Communication

Problem-solving

Attention to detail

Teamwork

Time management

Documentation

Tools

ServiceNow

Okta

Google Workspace

Slack

PowerShell

REST APIs

Job description

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

Ideal candidates bring 2–3 years of help desk experience, ITSM familiarity, and PowerShell scripting. You will automate tasks, document solutions, and collaborate with Engineering teams to keep services running smoothly.