WHO WE ARE
Edmentum is a dynamic educator and student-focused company dedicated to tech-enabled learning solutions. Our goal is to ensure that all students have access to flexible learning environments and educators have the tools they need to support their students. We are on a mission to create innovative, proven learning technology, partnering with educators to ignite student potential. We are a Remote First organization with a strong commitment to excellence, innovation, and customer satisfaction.
SUMMARY: The Help Desk Analyst provides first level technical support to all Edmentum employees for all IT supported services, hardware and software.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
• Incident logging of email, phone and direct contact support requests from submission to resolution
• Provide personable and comprehensive on-site support for all IT supported services, hardware and software
• Provide personable and comprehensive phone support for all IT supported services, hardware and software
• Responsible for the storage, maintenance and delivery/installation of IT managed hardware and software assets
• Responsible for thoroughly following and providing feedback on processes
• Responsible for creating knowledge base articles for issues encountered that do not exist in the current knowledge data base for faster future ticket resolution
• Responsible for giving onboarding IT training to new employees
• Work closely with the Tier 2 team to ensure timely resolution of issues
• Willing to travel out of state up to a few times a year
EDUCATION and/or EXPERIENCE
• An associate's degree in a technical field or equivalent experience
• Technical certification in one or more of the following MCP, CNA, CNE, A+, Net+, iNet+ or MCSE.
• A minimum of 2 years of previous experience in a technical support role in an enterprise environment
• Advanced knowledge and experience with supporting and using Microsoft applications, operating systems and management tools
• Confident and experienced with essential network hardware, software and workstation network configurations for both home and the enterprise including VPN and Wireless connectivity
• Proven customer service skills
• Excellent telephone and written communications skills
• Confident and experienced with remote support applications
• Works well in a team environment
• Time management skills
Physical Demands and Work Environment
• Must be able to lift up to 50 lbs.
• Will be exposed to dust at times when cleaning out equipment.
• Must be able to crawl under desks to set up equipment.
Edmentum is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
Edmentum's notice regarding the collection of personal information from interested candidates is available here
