Tier 1 Help Desk Analyst

Join the future of news

We’re on a mission to deliver riveting storytelling for all of America. At The Washington Post, you’ll help reinvent news. Our work is driven by a deep investigative spirit and enhanced by innovation to bring audiences closer to the stories that matter most.

About Our Team

The Washington Post is powered by the passion and talent of our people. It takes all of us to reinvent news. Beyond our award-winning News and Opinions teams, we work across many departments, including Brand & Events, Communications, Customer Care, Engineering & Product, Finance, Human Resources, Legal, Marketing & Advertising, Print Operations, and Sales.

Why This Role Matters

We are seeking a motivated and customer-focused Tier 1 Help Desk Analyst to provide advanced technical support and administrative services across a modern SaaS-driven IT environment. This role is responsible for resolving support requests, managing user accounts and permissions, performing platform administration, and supporting endpoint devices across Windows and macOS environments.

The ideal candidate will possess strong troubleshooting skills, experience with IT Service Management (ITSM) processes, and the ability to automate routine administrative tasks using PowerShell and APIs.

What Motivates You

• You enjoy solving technical problems and providing responsive, customer-focused support that helps people work effectively.

• You take pride in troubleshooting issues thoroughly, identifying root causes, and documenting solutions that help improve future support.

• You are interested in administering and supporting modern SaaS platforms, endpoint devices, and identity and access management systems.

• You enjoy finding opportunities to automate routine administrative work and improve IT workflows through tools such as PowerShell and APIs.

• You thrive in a fast-paced environment where you can balance multiple priorities while maintaining attention to detail.

• You value collaboration, clear communication, strong documentation, and continuous improvement in how IT services are delivered.

How You'll Support the Mission

• Provide Tier 1 support for hardware, software, and SaaS application issues.

• Troubleshoot and resolve issues related to Windows and macOS devices.

• Investigate and resolve incidents and service requests.

• Perform root cause analysis and document solutions in the knowledge base.

• Collaborate with peers across Engineering and Technology teams to ensure timely issue resolution.

• Manage user lifecycle activities including onboarding, offboarding, and access modifications.

• Administer user accounts, groups, permissions, and licenses across multiple SaaS platforms.

• Assist with identity and access management activities in Active Directory and other directory services.

• Ensure compliance with security and access control policies.

• Perform day-to-day administration of Enterprise platforms and SaaS applications:

  • OKTA

  • Google Workspace

  • Slack

  • ServiceNow

  • Ivanti Neurons

  • Additional SaaS applications as required, e.g Asana, Adobe, etc.

• Support platform configurations, user provisioning, and license management.

• Monitor platform health and respond to operational issues.

• Develop and maintain PowerShell scripts to automate administrative and operational tasks.

• Utilize APIs to integrate systems and streamline IT workflows.

• Identify opportunities to improve service delivery through automation and process optimization.

• Assist in maintaining technical documentation and operational procedures.

• Follow established ITSM processes for Incident, Request, Problem, and Change Management.

• Maintain accurate ticket documentation and service records.

• Contribute to service improvement initiatives and operational best practices.

The Skills and Experience You Bring

Minimum Qualifications

• 2-3 years of experience in a Help Desk, Service Desk, Desktop Support, or IT Support role.

• Experience troubleshooting Windows and macOS operating systems.

• Working knowledge of ITSM frameworks and service management practices.

• Experience using ticketing systems such as ServiceNow or similar platforms.

• Basic knowledge of Active Directory administration.

• Experience managing users and permissions across multiple SaaS applications.

• Experience administering Google Workspace and Slack.

• Working knowledge of PowerShell scripting for administrative tasks.

• Familiarity with REST APIs and API-based integrations.

• Strong customer service, communication, and problem-solving skills.

• Strong troubleshooting and analytical skills.

• Ability to manage multiple priorities in a fast-paced environment.

• Excellent written and verbal communication skills.

• Attention to detail and strong documentation practices.

• Team-oriented mindset with a commitment to continuous improvement.

Preferred Qualifications

• ITIL Foundation Certification (or equivalent) – highly desirable.

• Experience with identity and access management solutions.

• Familiarity with automation and workflow tools.

• Experience supporting cloud-first enterprise environments.

• Knowledge of security best practices related to user access and endpoint management.

• Associate's or Bachelor's degree in Information Technology, Computer Science, or related field preferred.

• An equivalent combination of education, certifications, and relevant work experience will be considered.

 

Collaboration makes us stronger. That’s why our offices are designed with open layouts, modern technology, and easy access to transportation. With certain exceptions for newsgathering and business travel, we work on-site five days a week.

Compensation and Benefits

Wherever you are in your life or career, The Washington Post offers comprehensive and inclusive benefits for every step of your journey:

• Competitive medical, dental and vision coverage

• Company-paid pension and 401(k) match

• Three weeks of vacation and up to three weeks of paid sick leave

• Nine paid holidays and two personal days

• 20 weeks paid parental leave for any new parent

• Robust mental health resources

• Backup care and caregiver concierge services

• Gender affirming services

• Pet insurance

• Free Post digital subscription

• Leadership and career development programs

Benefits may vary based on the job, full-time or part-time schedule, location, and collectively bargained status.

The salary range for this position is:

$64,300 - $96,500 Annual

The actual salary within this range will depend on individual skills, experience, and qualifications as they relate to specific job requirements. This position may be eligible for a bonus or incentive program, and a member of the Talent Acquisition team will discuss bonus payment terms and conditions during the interview process.