IT Service Desk Technician

Reach Media is a media broadcast service provider based in Washington, DC, delivering international news content across television, digital, and social media platforms. Operating within a fast-paced, automated newsroom environment, we support live news production and real-time editorial content for global clients.

As we continue to expand, we are seeking talented professionals who thrive in dynamic newsroom settings and are passionate about live production, journalism, and broadcast technology.

Job Title: Senior Information Technology Support Engineer

Summary

The IT Service Desk Technician is responsible for providing first‑line and second‑line support to end users across corporate and technology environments, ensuring reliable, secure and efficient day‑to‑day operation of IT services. This role is the primary point of contact for users, delivering a high‑quality support experience while maintaining service availability and protecting the integrity of IT systems.

Working as part of the Service Desk function, the role supports the wider IT Engineering and Infrastructure teams by resolving incidents, fulfilling service requests, escalating issues appropriately and contributing to continuous service improvement. The IT Service Desk Technician plays a key role in maintaining user confidence in IT services and enabling the business to operate effectively.

Essential Job Functions

• Act as the first point of contact for IT incidents, service requests and user enquiries via the service desk, email, phone and face‑to‑face support.
• Provide effective 1st‑line support across corporate IT systems, endpoints and applications, resolving issues promptly where possible.
• Perform basic 2nd‑line troubleshooting for desktop, laptop, mobile, peripheral and application issues, escalating complex incidents to senior engineers where required.
• Deliver deskside and remote support to users across office, studio and operational environments.
• Log, manage and own tickets through to resolution, ensuring accurate updates, clear communication and adherence to agreed service levels.
• Support user account administration tasks including onboarding, offboarding and access changes under defined procedures.
• Assist with device provisioning, builds, configuration, deployment and decommissioning of IT equipment.
• Maintain accurate asset records, ensuring all IT and broadcast‑related equipment is correctly tracked and audited.
• Support routine system checks, monitoring activities and proactive maintenance tasks as directed.
• Follow defined incident, problem and change management processes, contributing information and evidence where required.
• Escalate security‑related incidents or suspicious activity promptly in line with cybersecurity policies.
• Maintain and contribute to support documentation, knowledge articles and standard operating procedures.
• Work collaboratively with IT Engineers, Broadcast IT Infrastructure and third‑party suppliers to support service delivery.
• Demonstrate a strong customer‑service mindset, ensuring users feel supported and always informed.
• Participate in rotating scheduled shifts including, nights, weekends and holidays as required.
• Carry out other duties appropriate to the role to support effective IT service operation.

Minimum Qualifications

• 1–3 years of experience in an IT support or service desk role, or equivalent demonstrable practical experience.
• Experience working in an IT support or service desk role, or demonstrable practical experience providing technical support to users.
• Working knowledge of Microsoft Windows operating systems and Microsoft 365 applications.
• Basic understanding of Azure, Entra, Intune and other Microsoft management services and endpoint configuration.
• Strong troubleshooting skills with the ability to assess, prioritize and resolve user issues effectively.
• Familiarity with IT service management concepts such as incident, request and escalation handling.
• Strong communication skills with the ability to explain technical issues clearly to non‑technical users.
• Customer‑focused, professional and approachable demeanor.
• Organized, reliable and able to manage multiple tasks while meeting service level expectations.
• Willingness to learn, develop technical skills and progress within an IT support or engineering career path.

Educations & Experience

• Experience supporting devices and users in a broadcast, media or 24/7 operational environment.
• Exposure to tools such as ticketing systems, remote support software and asset management systems.
• Basic knowledge of networking concepts (e.g. TCP/IP, DNS, DHCP).
• Awareness of cybersecurity best practices and safe computing behaviours.
• Relevant entry‑level certifications (e.g. Microsoft Fundamentals, CompTIA ITF+ or A+, CCNA, CCNP).
• Bachelor's degree in Computer Science, Software Engineering, or related field preferred; or equivalent experience via industry certifications or hands-on professional experience.

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