Support Specialist

ProPublica is an independent, nonprofit newsroom that produces investigative journalism in the public interest. As an enterprise technology support specialist at ProPublica, you'll be at the forefront of providing technical support for colleagues working across the organization. You'll help ensure people can do their work seamlessly by troubleshooting IT issues, providing clear documentation and training, and helping implement modern and secure solutions. If you have a passion for staying ahead of technology trends and ensuring the highest level of security, and take pride in supporting the work of others, we want you to be a part of our team. Based in our New York City office, this role will report to the director of enterprise technology and security and work alongside another support specialist. Our Environment The ideal candidate is a well‑rounded support specialist, familiar with infrastructure common in an enterprise environment and adept at troubleshooting various technical concerns and deploying solutions at scale in a fast‑paced environment. We have more than 200 employees using Mac computers and Apple and Android mobile devices in an increasingly distributed environment. Devices and services are managed with Mosyle, Okta and Google Workspace. Teams use Google Workspace and Slack for communications and productivity tools alongside many of the modern SaaS products you would expect. Maintaining the security of our systems, and the privacy of our employees, sources, donors and community, has always been a primary concern. In a heightened environment, we continue to advance our security posture using modern encryption tools and services alongside tools like SecureDrop that help safeguard the anonymity of our sources. This position is based in our New York City headquarters with an expectation for in‑office work of at least four days a week. We have additional offices in Washington, D.C.; Atlanta; Chicago; Austin, Texas; Phoenix; and Berkeley, California. You'll support staffers in all of those locations, along with other employees who work entirely remotely. Responsibilities Provide technical support for end‑user workstations for remote and NYC‑based employees across the organization, including hardware, software and network‑related issues. Support and assist with employee onboarding, ensuring they are equipped with necessary systems knowledge for their roles. Assist with regular maintenance on office technology, A/V hardware and end‑user computer systems, including updates, backups, installations and system optimization. Assist with technology life‑cycle management processes including inventory tracking, procurement, refresh and disposition. Document support processes, procedures and solutions, emphasizing security and best practices. Conduct training sessions to educate end‑users on the use of modern tools and security measures. Stay informed about the latest technology trends and security best practices to recommend and implement improvements. Qualifications At least three years of professional, detail‑oriented end‑user support, including hands‑on support, and prior experience supporting executive users. Expertise with cloud‑first solutions, including Google Workspace, Okta, Slack, 1Password, Mosyle MDM or similar solutions for communication, collaboration and security. Strong proficiency in Windows, Mac and iOS operating systems. Demonstrated proficiency in troubleshooting hardware, software and network issues with a security‑first mindset in an enterprise environment. Demonstrated ability to exercise good judgment, critical thinking skills and take accountability for outcomes. Excellent communication and interpersonal skills, especially when explaining complex functionality to nontechnical audiences. Experience with Jira Service Management or similar systems is a plus. Ability to prioritize and manage multiple tasks in a fast‑paced environment. Certifications in relevant areas, such as Network+ or Security+, are a plus. Ability to travel, if needed, to support our offices in Washington, Atlanta, Chicago, Phoenix and Berkeley. This job is full time and includes benefits. Applicants must be eligible to work in the U.S. The expected salary range for this position is $75,000 to $90,000. This is a good‑faith estimate of what we expect to pay for this position. The final salary figure will take into account a person's experience, accomplishment and location. ProPublica is committed to paying its staff equitably, and these ranges should not be considered career salary limits or caps. #J-18808-Ljbffr