Temporary IT Service Desk Technician

OVERVIEW

A thriving, mission-driven multimedia organization, NPR produces award-winning news, information, and music programming in partnership with hundreds of independent public radio stations across the nation. The NPR audience values information, creativity, curiosity, and social responsibility – and our employees do too. We are innovators and leaders in diverse fields, from journalism and digital media to IT and development. Every day, our employees and member stations touch the lives of millions worldwide.

Across our organization, we’re building a workplace where collaboration is essential, diverse voices are heard, and inclusion is the key to our success. We are committed to doing the right thing in our journalism and in every role s means that integrity, adherence to our ethical standards, and compliance with legal obligations are fundamental responsibilities for every employee at NPR.

In this role, you will serve as the primary point of contact supporting NPR staff and the technology they rely on daily—spanning business applications, network connectivity, and broadcast/podcast production tools. Operating in our Washington, D.C. facility, you will provide critical technical support, hands‑on hardware troubleshooting, and user training. You will collaborate closely with cross‑functional technology teams to ensure that service disruptions are minimized, directly contributing to the uninterrupted delivery of public service journalism.

If you thrive in a collaborative environment and are passionate about supporting the technology that drives media and storytelling, we invite you to apply.

• End-User Support & Diagnostics: Resolve technical incidents for in-person and remote staff, diagnosing and troubleshooting computers, mobile devices, operating systems, applications, and peripheral hardware across PC and Mac platforms.
• Network & Infrastructure Support: Diagnose and resolve localized network connectivity issues (ethernet, Wi‑Fi, VPN).
• Identity & Access Management: Administer accounts and access controls using Active Directory, MS Entra, Exchange Admin Center, and multi-factor authentication policies.
• Systems Administration & MDM: Deploy, configure, and maintain workstation fleets using endpoint management systems for Windows and Mac.
• Incident Ownership & SLAs: Monitor, triage, and take complete ownership of incoming service desk tickets, ensuring all requests are met within established Service Level Agreements (SLAs).
• Production & CMS Support: Provide technical troubleshooting and support for internal and hosted Content Management Systems (CMS) and specialized production applications.
• Onboarding & Asset Management: Manage employee technical onboarding, including provisioning accounts, phone configurations, workstation builds, and coordinating workspace‑related hardware moves.
• Documentation & Continuous Improvement: Create and maintain clear standard operating procedures (SOPs), knowledge base articles, and training materials for end-users and IT colleagues.
• Collaboration & Operational Alignment: Partner with centralized engineering and infrastructure teams to support internal services, assist with technical projects, and follow security compliance guidelines.

The above duties and responsibilities are not an exhaustive list of required responsibilities, duties and skills. Other duties may be assigned, and this job description can be modified at any time.

• Multi-Platform Support: Proven experience diagnosing and configuring hardware, software, and operating systems for both macOS and Windows environments.
• Access Control Administration: Practical experience managing user accounts and access permissions in Active Directory, Microsoft Entra (Azure AD), Exchange, and MFA tools.
• Network Troubleshooting: Foundational understanding of network concepts and troubleshooting protocols for DNS, DHCP, Wi‑Fi, and VPN systems.
• AV & Collaboration Tools: Demonstrated experience setting up, maintaining, and troubleshooting enterprise video conferencing and AV equipment.
• Empathetic Communication: Strong interpersonal skills with a demonstrated ability to translate…