IT Service Desk Technician I (Raleigh, NC)

DreamBox Learning - Raleigh, North Carolina - Full time

About the Role:

DreamBox is seeking an entry level IT Service Desk Technician to deliver exceptional Tier 1 technical support to meet the needs of our growing, geographically distributed workforce. The IT Service Desk Technician I position requires candidates that are customer-centric, detail-oriented and are able to provide effective, empathetic communication with technical and non-technical internal customers at all levels of the business. Ideal candidates find value in helping others, taking ownership of technical problems, and know that learning and continuous improvement are lifelong endeavors.

This position will work onsite out of our Bellevue, WA office and will report to the IT Service Desk Manager.

What You’ll Be Doing:

  • Provide timely and courteous Tier 1 Service Desk support to our DreamBox users for both Mac and Windows based systems.
  • Manage incidents and requests using IT ticketing software.
  • Perform onboarding and offboarding of user accounts and IT assets.
  • Clearly and concisely document status and resolution of user issues and requests.
  • Provide on-site and remote assistance to geographically distributed workforce.
  • Regularly inventory and track IT assets within IT asset management software.
  • Routinely create and update technical documentation for internal processes, procedures, and end-user solutions.
  • Follow-up with customers to ensure resolution and satisfaction.
  • Resolve customer requests and issues within a timely manner.

About You:

  • 1+ years of technical support experience and/or Apple, Microsoft, Jamf certifications required
  • Fundamental understanding of core networking concepts such as IP addressing, DHCP, DNS, Subnets, VPN, ACLs
  • Experience working in an IT ticketing system (Jira ServiceDesk, ServiceNow, SolarWinds)
  • Experience authoring and maintaining technical documentation such as an IT knowledge base.
  • Experience with supporting, maintaining, and securing VoIP, video conferencing, internal communication, and collaboration/filesharing systems. (Zoom, Slack, Microsoft Teams, SharePoint, OneDrive)
  • Previous experience with enterprise mobility tools such as Microsoft InTune, Jamf Pro, Desktop Central
  • Working knowledge of identity providers, IT security systems, practices, and protocols such as anti-virus (Sophos preferred), encryption (FileVault and BitLocker), and MFA
  • Entry-level scripting experience in Bash, PowerShell or equivalent
  • Legally authorized to work in the US

About Us: Right now, even though STEM skills are increasingly important, over 60% of students in Kindergarten through 8th grade are not proficient in math or literacy at their own grade-level. The pandemic has increased the opportunity gap for our most vulnerable students. As a society, we need to bring together our best, most creative minds to tackle this critical problem and ensure all kids are successful in math and school and have the tools they need to reach their potential. This includes developing the most innovative learning technology using advanced data science in a way that inspires students and empowers teachers. Come help us make a difference at DreamBox Learning.

We’re passionate about our mission to radically transform the way the world learns. Today, our Intelligent Adaptive Learning platform – with its rigorous curriculum and game-based environment – is helping 5 million kids and over 150,000 educators improve math achievement and build a love of math at the same time. In the wake of COVID-19, and the broad range of learning experiences: in-person, all virtual and hybrid models, we are uniquely positioned to bring our best-in-class adaptive learning platform to more students and provide Educators and Parents with insights into their student’s learning.

We offer a flexible, hybrid work solution once it is safe to go back into the office. We are all 100% remote at this time.

At DreamBox, we believe diversity is an essential strength. That’s why we’re committed to providing an inclusive culture, an equitable work environment, and creating the most effective educational products that celebrate the diversity in students, families, communities, and the world. We know that talent exists everywhere, but opportunity does not. Therefore, we are a proud equal opportunity and affirmative action employer, but we don’t make these commitments simply because they’re required by law. We hold ourselves to a higher standard and make these commitments so that everyone at DreamBox can bring their full selves to our important mission. Our identities matter, and in order to create a more just, equitable world, we know it begins with DreamBox being an inclusive workplace that serves as a model for that change.

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Experience Level

Entry Level

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