Senior IT Support

Business Insider is hiring a Senior IT Support to join our IT Department to support our end-users as part of our Help Desk.  

Business Insider is for people who are driven, optimistic and always looking forward. Our mission is to inspire action through thought-provoking stories. We tell our audience what they want and need to know to improve their lives and the world with storytelling that is accessible, smart, sometimes unexpected, and always helpful. Our team members embody and uphold Business Insider’s three core values: we are all one team, we are effective, and we strive to get better every day.

Our IT Group is one of the most critical teams in ensuring our tech backbone supports our journalism's fast-paced and dynamic nature. Our mandate is to empower users to reach peak performance through a seamless, secure, and flexible IT infrastructure.  We pride ourselves on our collaborative culture and commitment to leveraging smart solutions. We foster a culture of innovation, collaboration, and continuous improvement, where each team member’s contributions are valued and drive our collective success. The help desk is front and center, and how our employees engage with the IT assets.  

The Role & Team:

As a Senior IT Support, you will provide advanced technical support, resolve complex IT issues, support our collection of SaaS apps, and engage with end users, ensuring high-quality service and user satisfaction. 

As the Senior IT Support, your work will support technology initiatives, positioning the company for continued growth and innovation.

The Senior IT Support reports directly to the IT Infrastructure and Operations Director and sits on the IT Team. This position is based in our New York City HQ with an in-office presence of at least 3 days per week. 

Key Responsibilities:

• Help Desk Operations:
• Manage and track help desk tickets. 
• Ensure adherence to service level agreements (SLAs). 
• Escalate issues to appropriate levels when necessary. 

• Troubleshooting and Resolution:
• Diagnose and resolve complex technical issues related to hardware, software, and network problems. 
• Develop and document troubleshooting scripts and procedures. 

• User Support:
• Provide technical support to end-users, both on-site and remotely. 
• Maintain and improve user experience. 
• Answer user inquiries and provide clear and concise technical guidance. 

• System Administration:
• Participate in the implementation of new software and tools. 
• Maintain and update hardware and software inventory. 

• Communication and Collaboration:
• Communicate effectively with users, colleagues, and IT management. 
• Collaborate with other IT teams to resolve issues. 

• Execute Company SOPs
  • Responsible for on and offboarding procedures.
  • Create and maintain documentation surrounding SOPs

The Ideal Candidate Has:

• Demonstrable knowledge of working within a support role on a ticketing system in a high-pace environment supporting a cloud infrastructure.
• Previous experience with cloud SaaS apps
• Excellent communication, written and verbal.
• Experience with Okta, Gsuite, Atlassian, Palo Alto, and Meraki.

Salary & Benefits:

• Base salary: $90,000 - $100,000 (dependent on skills, experience, and competencies)
• Additional bonus
• Unlimited PTO, 10 paid holidays, and 16 weeks of parental leave
• Comprehensive medical, dental, and vision insurance plans
• Matched and vested 401k plan
• Access to resources for financial planning guidance, family planning services, mental health reachout and Employee Assistance Programs (EAP)
• Additional benefits include commuter benefits, phone reimbursement, gym membership discounts, and more 

Business Insider is committed to providing equal employment opportunities and, when making employment  decisions, does not discriminate based on race, ethnicity, gender, gender identity or expression, sex, sexual orientation, age, nationality or national origin, religion, disability, familial status, and military or veteran status. We encourage members of traditionally underrepresented groups to apply.