Do you have a passion for children and education? Would you like to positively impact families in need of help? We want to speak with you! Step Up For Students empowers families to pursue and engage in the most appropriate learning options for their children.
Step Up For Students offers an excellent benefits package:SUFS Total Rewards Medical - HSA/FSA - Dental - VisionCompany Paid Disability - Life Insurance401K Match - Tuition ReimbursementGenerous Time off Policy - Professional Development
Position Overview The IT Help Desk Technician is a Tier 1 technical support position. This position requires using remote session, phone, or in-person support. Their primary responsibility is to ensure a high level of customer service via technical troubleshooting and issue resolution. Serving as the first point of contact for users that seek technical assistance and problem resolution. Using strong analytical, diagnostic, and problem-solving skills to determine the best solutions based on the issues provided by end users. Exercising time management, prioritization of issues, and technical acumen to achieve desired outcomes.
Essential Functions Respond to customer issues via phone, ticketing system, email, and MS Teams chatAcknowledging and resolving Help Desk tickets in a timely mannerPrioritizing customer assistance in an orderly fashion according to issue severityRun diagnostics to resolve technical reported issuesEscalate non-help desk issues to Systems Administrator for resolutionInstall, make changes, and repair computer hardware and softwarePractice customer service with follow-up communication to ensure issues are resolvedMaintain equipment inventories and disposalMinimum Qualifications This position requires an associate degree, and 2-3 years of professional experience.Certifications such as A+, Network +, ITIL foundations, or equivalent Microsoft certifications.Thorough knowledge of current and future technology solutions for the Internet, user management, personal computers, and networks.Demonstrated success and a proven track record in professional/life experience in specific job functions, projects, or industries, and military service can substitute for the formal education requirements.
Knowledge, Skills and Abilities Working knowledge of Microsoft Server 2016, 2019, and 2022.Strong knowledge of Microsoft Windows desktop operating systems and Office 365 administration.Knowledge of cloud platforms preferably Azure.Experience with hardware repair, preferably Dell systems.Strong understanding of Active Directory, user, computers, OU's, GPOs, and security groups.Good knowledge of Azure VDI environments.Strong knowledge of Atlassian Jira / Confluence administration.Excellent problem-solving and critical thinking skills.Experience with using enterprise Antivirus software.Good organization, time management, and prioritization.Excellent troubleshooting abilities.Working knowledge of TCP/IP, DNS, LAN/WAN technologies, Ethernet cabling, and VPNs.Effective communication skills, including speaking, writing and active listening.Great customer service and interpersonal skills.Core Values Step Up For Students believes strongly in two key core values, and it is the responsibility of all employees to demonstrate these values in their everyday work in order to maintain a positive and effective organizational culture.
Everyone is an asset.
Every event is an improvement opportunity.
Physical Demand This position regularly requires the abilities of sitting, manual dexterity, climbing, walking, lifting, stooping, and crouching, grasping, talking, hearing, seeing and repetitive motions.
Work Demand This position is in an office environment with very limited exposure to any outside fumes, odors, heat and/or weather conditions.
Step Up For Students is an equal opportunity employer committed to diversity & inclusion in the workplace.
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