IT Help Desk Technician
As the premier global provider of Strategic Enterprise Education (SEE), InStride enables employers to provide career-boosting degrees to their employees, through leading global academic institutions across the U.S., Mexico, Europe and Australia. InStride helps organizations achieve transformative business and social impact by unlocking the power of education, through advanced technology-enabled experiences for learners and corporate partners alike.
Role Overview
Reporting to the Manager, IT Service Operations, the IT Helpdesk Technician
Responsibilities
- Offering technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software.
- Provide prompt and innovative solutions to level 1 support tickets.
- Escalate level 2 and level 3 tickets to the Manager, IT Service Operations with accurate descriptions of the problem and previously attempted solutions.
- Ensure that all service is delivered promptly and courteously
- Setup workstations for batches of new employees each week
- Technical troubleshooting support for employees
- Maintain accurate records of IT Assets deployed and in-stock
- Document, review, and improve existing or new procedures and workflows
- Respond to client support request tickets, calls, and emails
- Train employees on system and application use
- Follow up with users, provide feedback and see problems through to resolution
Ideal Profile
- Excited by the challenge of helping to build a world-class technology team that delivers white glove service
- Exposure to enterprise level tools and systems such as GSuite, Okta, HRIS, JIRA.
- Ability to facilitate and enable people to collaborate with each other; and promote collaboration with partners e.g. with Universities, corporate clients and the team
- High EQ, comfort with ambiguity and a “no job too small” startup mentality
InStride is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, ethnicity, religious creed, color, national origin, ancestry, gender (including pregnancy, childbirth, or related medical conditions), gender identity, gender expression, sexual orientation, marital status, age, status as a protected veteran, status as an individual with a disability, medical condition, or any other category protected by applicable federal and state law, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance relating to an applicant's criminal history.