Provide end-user support and diagnostics for in-person and remote staff, diagnosing and resolving issues across PCs, Macs, mobile devices, operating systems, applications, and peripheral hardware.
Diagnose and resolve localized network connectivity issues, including Ethernet, Wi-Fi, and VPN.
Administer accounts and access controls using Active Directory, Microsoft Entra (Azure AD), Exchange Admin Center, and multi-factor authentication policies.
Deploy, configure, and maintain workstation fleets with endpoint management solutions for Windows and macOS.
Own incidents from triage through resolution, ensuring requests meet established SLAs.
Troubleshoot technical problems for internal and hosted Content Management Systems and specialized production applications.
Manage employee onboarding, provisioning of accounts, phone configurations, workstation builds, and hardware moves.
Create and maintain SOPs, knowledge base articles, and training materials for end-users and IT colleagues.
Collaborate with centralized engineering and infrastructure teams to support internal services, assist on technical projects, and ensure security compliance.

Experience diagnosing and configuring hardware, software, and operating systems for macOS and Windows.
Practical experience administering user accounts and permissions in Active Directory, Microsoft Entra (Azure AD), Exchange, and MFA tools.
Foundational understanding of network concepts and troubleshooting for DNS, DHCP, Wi‑Fi, and VPN systems.
Experience setting up, maintaining, and troubleshooting enterprise video conferencing and AV equipment.
Strong interpersonal skills with the ability to translate technical concepts for non-technical users.
Proven ability to prioritize multiple support responsibilities in a deadline-driven environment.

Bachelor’s degree preferred, or an equivalent combination of education and professional work experience.

On-site role based in Washington, DC
Expected schedule: Mon-Fri 8am-5pm or 9am-6pm, depending on need
Additional shifts including overnight, evenings, and weekends may be required to support 24 x 7 operations
Flexibility to participate in an after-hours on-call rotation

Temporary (7-month) full-time position.

Hourly rate: $30 - $35 per hour. NPR pay range reflects the expected range for new hires across US locations.

Temporary IT Service Desk Technician

Job Description