Senior IT Specialist

  • New York City, NY
  • Full Time
  • Digital Products
  • Experienced

ABOUT THE ROLE

Inside the TED organization, we create the TED Talks video series, the globe-spanning TED Fellows program, the TED-Ed movement to support learners of all ages, and many more idea-driven initiatives. And it's all powered by our world-class technology.

Our work is centered on the continuous improvement for users to easily access ideas and spread them far and wide within their communities. This is an opportunity to join a team that believes passionately in the power of ideas to change attitudes, lives and, ultimately, the world. 

We are looking for a Senior IT Specialist who will primarily be responsible for level 2 & 3 IT support as well as AV support for the TED organization. You’ll work closely with the rest of the IT team to resolve trouble tickets efficiently and keep the queue triaged. You’ll also be the friendly face of IT support on-site for our New York office. This will include maintenance of TED’s general office infrastructure including video conferencing systems, network equipment, computers, printers and desk phones. 

This position is based in our office in New York, NY.

Who are you? 

  • You have 5+ years of experience in IT support or similar.
  • You’re passionate about customer support and guiding users through various problems & platforms.
  • You have in-depth experience with supporting video conferencing systems (our stack includes: Crestron, Polycom & Zoom).
  • You are comfortable working with video codecs, AV processors, TV displays and projectors.
  • You have experience working with Google Workspace Admin Portal and are comfortable managing OU’s, user and group accounts.
  • You are excellent at troubleshooting iOS, Mac OS X and Apple hardware. 
  • You understand the trouble ticket queue and know your way around a trouble ticketing system.
  • You are proficient with printer troubleshooting and general maintenance.
  • You are comfortable configuring & troubleshooting VOIP-based desktop phones.
  • You’re a problem solver; ready to tackle any situation with an open mind.
  • You’re a self-starter; able to work independently and as a team member.
  • You’re friendly and personable. 

What will you do? 

  • Work closely with the rest of the IT team (in New York & Vancouver) to provide support for the TED organization.
  • Support and maintain video conferencing & equipment (touch panels, TV’s & connected devices).
  • Troubleshoot hardware and software related issues for TED staff via ticketing system, slack and in-person.
  • Serve as a senior escalation point for IT/AV support. Help triage the ticketing queue and ensure tickets are resolved from start to finish.
  • Setup and deploy desktop equipment (laptops, monitors, phones etc..) for new & existing employees. 
  • Install software, patches, updates on desktops, laptops & peripheral equipment.
  • Maintain documentation for TED staff and for the IT support team (includes reference documents, How-to’s, Step-by-Step documents etc.).
  • Jump onto various projects with confidence during times of need. Other duties and special projects may be assigned from time to time. 

At TED we value:

  • Effective workflows - Team members that are willing to contribute, however possible, to ensure overall effectiveness of the position.
  • Communication and collaboration -  Our team has excellent written and oral communication skills (ability to create & maintain technical documentation).
  • Structured support - Team members have regular support and mentoring from the Senior IT Manager, team leads and directors.
  • Professional Development - All employees receive a $1,000 professional development stipend annually. 

Work-life balance - Although hard-working, we actively promote a work-life balance and offer a 2- week summer break and 1-week winter break in addition to paid time off.

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