The Associated Press is the essential global news network, delivering fast, unbiased news from every corner of the world to all media platforms and formats. Founded in 1846, AP today is the largest and most trusted source of independent news and information. On any given day more than half the world's population sees news from AP.

The Associated Press is seeking a Technical Support Specialist to be located in our  Los Angeles, CA  bureau.  

The Associated Press is seeking highly capable team-players to provide top-notch technical assistance in support of our mission to advance the power of facts. 

The AP Global Technical Support team provides 24x7 technical support to AP’s staff and external clients.  Technical Support Specialists assist with resolving technical issues reported by staff and external clients via telephone and various messaging platforms. 

MAIN RESPONSIBILITIES:

• Assist with APIs setups and issue resolution
• Troubleshoot and resolve issues related to Azure, Intune, SCCM and other tools used for deployment and management of AP hardware and back-office applications
• Deploy and support MAC and PC hardware
• Deploy mobile devices and provide support, iOS, and Android
• Handle account management, password resets, distribution lists and groups for internal applications and in house developed platforms used by external clients
• Troubleshoot issues with Amazon and Microsoft cloud-based applications
• Support third party tools used for collaboration and information sharing
• Track all support activities in the ticketing and fixed assets systems
• Troubleshoot and resolve issues with printers, conference rooms, and other office equipment
• Troubleshoot and resolve issues with VPN connections / Wi-Fi networks / VOIP phone systems.
• Provide peer to peer training on as needed basis
• Work on special projects, as necessary
• Travel may be required
• Must be available to work flexible hours and longer shifts, as necessary
• Travel is required, sometimes on short notice
• Valid driver’s license

JOB QUALIFICATIONS:

• College degree, technical degree or acceptable experience is required
• 1+ year(s) customer support experience (telephone, email, online chat, etc.) is required
• Prior News and Media industry experience is a plus
• Must possess a service-oriented attitude and be able to communicate and coordinate well with clients and global team members via designated work channels
• Communicate effectively and professionally with staff of all levels
• Must be a self-starter with the ability to multi-task, manage multiple workloads, take accountability, and deliver results to meet competing priorities in a busy environment
• Familiarity with client integrations pertaining to various Content Management Systems and Vendor Solutions
• Experience with Windows, UNIX, Linux, and MAC OSs preferred.  Knowledge of basic file handling command line syntax on UNIX-LINUX-FreeBSD or VMS is a plus
• Understanding of network protocols TCP/IP, HTTP, FTP, SMTP and NNTP. Must be able to troubleshoot problems related to these protocols
• Working knowledge of XML and Jason is a big plus
• Knowledge of Salesforce and EasyVista is a big plus

Advanced-level professional competency in written and spoken English language is required.  Authorization to work in the US for any employer is mandatory.

The anticipated salary range for this position is $58,000 - $66,000, contingent on experience and other job-related factors.  Employees are eligible to participate, according to the terms of the official plan documents, in a 401(k) plan, employer-sponsored health insurance plan, and are eligible for paid time off and holidays in accordance with AP policy.

The application period will expire at 11:59pm on June 30, 2023.

AP seeks to build an inclusive organization grounded in respect for differences. We support all aspects of diversity and provide equal employment opportunity to all employees and applicants without regard to race, color, religion, sex, marital status, national origin, age, sexual orientation, gender identity, disability or status as a veteran in accordance with applicable nondiscrimination laws.