Tier 1 IT Help Desk Analyst — Automation & SaaS Expert

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

Benefits offered by this job

Medical, dental, and vision coverage

401(k) match

Paid vacation and sick leave

Nine holidays and two personal days

Paid parental leave (20 weeks)

Mental health resources

Backup care and caregiver services

Pet insurance

Free Post digital subscription

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 resolve requests, manage user accounts and permissions, and support endpoints across Windows and macOS.

Ideal candidates have ITSM experience, PowerShell scripting, and familiarity with REST APIs, with a focus on automation and documentation to improve IT workflows.

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.

Responsibilities

• 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.

Skills

Windows

macOS

ITSM

ServiceNow

Active Directory

SaaS admin

PowerShell

APIs

Customer service

Communication

Documentation

Multi-tasking

Education

Bachelor's degree or higher

Tools

Google Workspace

Slack

ServiceNow

Okta

Ivanti Neurons

Google Workspace

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 resolve requests, manage user accounts and permissions, and support endpoints across Windows and macOS.

Ideal candidates have ITSM experience, PowerShell scripting, and familiarity with REST APIs, with a focus on automation and documentation to improve IT workflows.