IT Service Desk Analyst

The Penguin Random House IT Service Desk is currently seeking an Analyst to join their team.



Responsibilities include:


  • Provide quality level one IT Service Desk support (via phone/email/chat) to internal and remote Penguin Random House end users
  • Troubleshoot and provide problem resolution in a courteous and timely manner
  • Utilize ServiceNow customized ticketing system
  • Remote support and some remote installation of software/printers
  • Utilize and test new technologies
  • Provide some end user training (via phone)
  • Perform special projects as assigned


To be successful in this position you must have the following:


  • Excellent customer service skills
  • Working knowledge of MAC  OS, Microsoft Windows and Microsoft Office Suite of applications
  • Basic understanding of computers and business applications
  • Familiar with ServiceNow ticketing tool a plus
  • Strong organizational skills
  • Strong written and verbal communication skills
  • Desire to learn new computer technologies and products
  • Work as part of a team in a cooperative environment



Penguin Random House is the leading adult and children’s publishing house in North America, the United Kingdom and many other regions around the world.  In publishing the best books in every genre and subject for all ages, we are committed to quality, excellence in execution, and innovation throughout the entire publishing process: editorial, design, marketing, publicity, sales, production, and distribution.  Our vibrant and diverse international community of nearly 250 publishing brands and imprints include Ballantine Bantam Dell, Berkley, Clarkson Potter, Crown, DK, Doubleday, Dutton, Grosset & Dunlap, Little Golden Books, Knopf, Modern Library, Pantheon, Penguin Books, Penguin Press, Penguin Random House Audio, Penguin Young Readers, Portfolio, Puffin, Putnam, Random House, Random House Children’s Books, Riverhead, Ten Speed Press, Viking, and Vintage, among others.  More information can be found at


Penguin Random House values the array of talents and perspectives that a diverse workforce brings. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status.



Company: Penguin Random House LLC 

Country: United States of America 

State/Region: Maryland 

City: Westminster 

Postal Code: 21157 

Job ID: 116570

[[customQuickApply]]116570Penguin Random House LLC 

Date:  Jan 13, 2021

Westminster, MD, US, 21157

Nearest Major Market: Baltimore

Job Segment: Service Desk, Testing, Book Publishing, Customer Service, Technology, Publishing