System Support Technician

About WHYY

WHYY serves the Philadelphia region with trusted journalism, eye-opening storytelling and intimate local arts programming. Our curiosity and commitment to this community is what drives our programming. It’s also what drives our hiring.

Below you’ll find an employment opportunity in the fast-paced setting of the Philadelphia region’s leading public media provider. The award-winning professional staff of WHYY sets the bar high in television, radio and online. Whether it’s preparing a program to air or a behind-the-scenes role in support, all positions are vital to continuing—and growing—our impact in our community.

WHYY offers a voice to those not heard, a platform to share everyone’s stories, a foundation to empower early and lifelong learners and a trusted space for unbiased news. Learn more about our Social Responsibility Program. It’s how we live.

About the Role

The System Support Technician plays a critical role in enhancing productivity and supporting growth by ensuring the seamless operation, maintenance, and improvement of WHYY’s IT infrastructure. This position provides technical support, system optimization, and proactive troubleshooting to maintain high operational efficiency across the organization.

This role involves configuring and maintaining hardware and software, supporting network connectivity, optimizing system performance, and providing best-in-class support services that minimize downtime and improve workforce productivity.

MAJOR DUTIES AND RESPONSIBILITIES

• Enhance Operational Efficiency

  • Configure, inventory, and deploy new computers to ensure employees have the necessary tools to work productively.

  • Monitor and optimize IT systems to reduce downtime and enhance system responsiveness.

• Technical Support & Problem Resolution

  • Analyze, diagnose, and resolve PC and Apple hardware/software issues to minimize disruptions.

  • Repair and upgrade computer systems, ensuring they are running at peak performance.

  • Provide helpdesk support and ensure timely resolution of IT tickets in line with Service Level Agreements (SLAs).

  • Troubleshoot and maintain business telecom systems to support uninterrupted communication.

• Training & Knowledge Sharing

  • Train new employees and existing staff on basic system functionality, technical processes and cyber security best practices.

  • Promote collaboration and knowledge-sharing within the IT team to foster efficiency and skill development.

• Network & Infrastructure Support

  • Assist in maintaining Windows Server LAN/WAN networking, including Active Directory, DHCP, DNS, SAN, NAS, and clustered storage.

  • Support network security efforts, ensuring compliance with best practices and security policies.

  • Configure and maintain Microsoft Exchange to optimize business communications.

• Project Implementation & Research

  • Assist in testing and deploying new technologies to support organizational growth.

  • Contribute to IT infrastructure planning and upgrades that improve system performance and efficiency.

• Event & Special Project Support

  • Set up, maintain, and troubleshoot hardware and software for special events and broadcasting operations.

  • Ensure seamless integration of IT services during events to maximize operational success.

• Asset & Vendor Management

  • Maintain accurate records of IT assets, ensuring proper tracking and lifecycle management.

  • Work with approved IT vendors and service providers to secure the best support solutions.

• Team Support & Leadership

  • Supervise interns as needed, providing mentorship and technical guidance.

Education: Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent professional experience).

Experience: 2-3 years of hands-on experience in IT support, system administration, or helpdesk environments.

Technical Skills:

• Proficiency in Windows, Mac OS, and Linux environments.

• Experience with Windows Server LAN/WAN networking, Active Directory, DHCP, DNS, Microsoft Hyper-V, and clustered storage.

• Strong understanding of Cisco networking equipment, VoIP systems, and telecom infrastructure.

• Knowledge of cloud-based services, including Microsoft 365 and Exchange.

• Proficiency in IT security best practices, troubleshooting, and end-user training.

• Experience with software installations, updates, and troubleshooting across multiple platforms.

• Ability to configure and manage backup solutions and disaster recovery procedures.

Additional Qualifications:

• Experience with cloud computing and cybersecurity best practices.

• Previous experience with UNIX-based systems.

• Understanding of LAN wiring configurations and structured cabling.

*All WHYY employees are required to receive the COVID-19 vaccination. Proof will be required upon hiring.