Senior Technician

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

Join the future of newsWe're on a mission to deliver riveting storytelling for all of America. At The Washington Post, you'll help reinvent news. Our work is driven by a deep investigative spirit and enhanced by innovation to bring audiences closer to the stories that matter most.

About Our Team

The Washington Post is powered by the passion and talent of our people. It takes all of us to reinvent news. Beyond our award-winning News and Opinions teams, we work across many departments, including Brand & Events, Communications, Customer Care, Engineering & Product, Finance, Human Resources, Legal, Marketing & Advertising, Print Operations, and Sales.

Why This Role Matters

We are seeking a motivated and customer-focused Tier 1 Help Desk Analyst to provide advanced technical support and administrative services across a modern SaaS-driven IT environment. This role is responsible for resolving support requests, managing user accounts and permissions, performing platform administration, and supporting endpoint devices across Windows and macOS environments.

The ideal candidate will possess strong troubleshooting skills, experience with IT Service Management (ITSM) processes, and the ability to automate routine administrative tasks using PowerShell and APIs.

What Motivates You

You enjoy solving technical problems and providing responsive, customer-focused support that helps people work effectively.

You take pride in troubleshooting issues thoroughly, identifying root causes, and documenting solutions that help improve future support.

You are interested in administering and supporting modern SaaS platforms, endpoint devices, and identity and access management systems.

You enjoy finding opportunities to automate routine administrative work and improve IT workflows through tools such as PowerShell and APIs.

You thrive in a fast-paced environment where you can balance multiple priorities while maintaining attention to detail.

You value collaboration, clear communication, strong documentation, and continuous improvement in how IT services are delivered.

How You'll Support the Mission

• Provide Tier 1 support for hardware, software, and SaaS application issues.
• Troubleshoot and resolve issues related to Windows and macOS devices.
• Investigate and resolve incidents and service requests.
• Perform root cause analysis and document solutions in the knowledge base.
• Collaborate with peers across Engineering and Technology teams to ensure timely issue resolution.
• Manage user lifecycle activities including onboarding, offboarding, and access modifications.
• Administer user accounts, groups, permissions, and licenses across multiple SaaS platforms.
• Assist with identity and access management activities in Active Directory and other directory services.
• Ensure compliance with security and access control policies.
• Perform day-to-day administration of Enterprise platforms and SaaS applications:
• OKTA
• Google Workspace
• Slack
• ServiceNow
• Ivanti Neurons
• Additional SaaS applications as required, e.g Asana, Adobe, etc.
• Support platform configurations, user provisioning, and license management.
• Monitor platform health and respond to operational issues.
• Develop and maintain PowerShell scripts to automate administrative and operational tasks.
• Utilize APIs to integrate systems and streamline IT workflows.
• Identify opportunities to improve service delivery through automation and process optimization.
• Assist in maintaining technical documentation and operational procedures.
• Follow established ITSM processes for Incident, Request, Problem, and Change Management.
• Maintain accurate ticket documentation and service records.
• Contribute to service improvement initiatives and operational best practices.

The Skills and Experience You Bring

Minimum Qualifications

• 2-3 years of experience 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.
• Strong troubleshooting and analytical skills.
• 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 commitment to continuous improvement.

Preferred Qualifications

• ITIL Foundation Certification (or equivalent) - highly desirable.
• Experience with identity and access management solutions.
• Familiarity with automation and workflow tools.
• Experienc