WHO WE ARE
ISTE & ASCD are two amazing nonprofit, membership-based organizations that have joined forces in the EdTech and Curriculum development space. Together, we bring over 100 years of experience, providing our members with award-winning concepts that bring technology and teaching together. Our employees are passionate and committed and have a solution-focused approach to their work. Our members change lives, and we help them.
WHO WE ARE SEEKING
A Helpdesk/User Support Specialist In this role, you will provide technical support to internal employees and all corporate infrastructures. The position will be responsible for answering technical questions, troubleshooting, resolving internal users' issues with hardware software, creating user accounts, and hardware deployments. Resolve day-to-day customer technical problems by responding to requests submitted through the online helpdesk system, via phone, email, or in person. Responsible for providing in-depth remote support as well as in-person support to staff. The Help Desk Support Specialist should have experience in meeting and exceeding customer SLAs
WHAT YOU WILL DO:
ESSENTIAL FUNCTIONS:
- Resolves day to day customer technical prSLAs.ms by responding to requests submitted through the online helpdesk system, via phone, email, or in person.
- Respond to and promptly resolve technical support questions and issues from employees entering internal Helpdesk tickets.
- Troubleshoot technical problems in person and remotely that users encounter while using the company-provided computers and software, provide user account maintenance, and supply solutions derived through research and troubleshooting.
- Emphasis on providing desktop support for a variety of macOS Mac hardware issues.
- Emphasis on providing desktop support for a variety of Windows OS Windows hardware issues.
- Communicate professionally with users and co-workers, as well as track/update. Information in the Helpdesk Tracking System.
- Collaborate with technical staff internally to resolve outstanding issues.
- Image and deploy hardware for new hires and break-fix issues.
- Provides basic server troubleshooting and support for the association's audio, visual, and conferencing systems.
- Resolves basic local area network (LAN) and wide area network problems.
- Performs installation, maintenance tasks, and troubleshooting of most system and software applications on various Windows and MAC laptop platforms.
WHAT WILL MATTER TO US
- Bachelor's degree in information technology, computer systems, or a related field is preferred
- Required certifications include A+, Microsoft operating Systems (MOS), and/or MSDST
- Requires a fundamental understanding of LAN support and technology
- Knowledge of technology and applications for collaboration, information sharing, and document management systems is preferred
- 4-7 years of related working experience
- Good understanding and experience supporting MS products and services, including Windows and O365
- Good understanding of Google Workspace
- Good understanding and experience supporting Network related services (TCP/IP, LAN, WAN, VPN & Cloud)
- Excellent communication skills and a positive 'can-do attitude
- Capable of interacting effectively at all levels, from end‐user to senior management
- Experience with Cloud Technologies such as AWS or Azure is a plus
WHAT WILL MATTER TO YOU
- Company-paid health care benefits (75%)
- Employer contribution to our 403B (5%)
- Up to 8 weeks of paid family leave
- Company-paid life and disability insurance
- An amazing amount of PTO based on the experience you bring to the organization
- Paid time off between December 24 and January 1
ADDITIONAL OPTIONAL BENEFITS (paid for by the employee)
- Legal Services
- Pet Insurance
