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Equal Opportunity Schools

IT Helpdesk Specialist

Technology – Seattle, Washington
Department Technology
Employment Type Full-Time
Minimum Experience Entry-level
Compensation $16-$22 Hourly

Equal Opportunity Schools seeks an innovative, equity-driven IT Helpdesk Specialist. We are a national not-for-profit organization with a mission to ensure that black, brown and low-income students have access to America’s academically challenging school programs and that they succeed at all levels.

EOS is a rapidly growing, continuously improving organization with diversity initiatives. We want individuals who share our desire to be innovators in technology, software, and data focused on mission-critical work to transform public education.

Description:

The IT Helpdesk Specialist is a service provider to internal clients. The core purpose of this position is to provide technical support to internal clients to ensure they can navigate our platforms such as Outlook, Box, Zoom. In addition, the specialist will assist with setting up workstations and troubleshooting hardware issues. This position will help set best practices for customer service interactions and serve as an internal client advocate in IT helpdesk experience improvement efforts.

Responsibilities:

  • Provide exceptional customer service via email, phone, chat, video conferencing to ensure easy use of our technology
  • Assists with creating support documentation (training videos, how to guides, and other self-directed documentation)
  • Identification of client support improvement areas (e.g., new features needed, bugs, hardware issues) and assists with Helpdesk service improvement initiatives.
  • Responsible for issue ticket management for the IT Helpdesk
  • Assist with User License Management
  • Escalates client issues to manager as needed
  • Tier 1 support for internal questions regarding all enterprise software platforms such as: Office 365, Zoom, Box, Smartsheets and others as requested
  • Tier 1 support for internal questions regarding all company issued hardware assets such as: Laptops, Monitors, Mice, Keyboards, Printers and others as requested
  • Assists with keeping systems up to date and in compliance with IT department policies and procedures
  • Trains staff with use of business applications (MS suite, Zoom, etc)
  • Serves as a security compliance advocate to end users
  • May perform related duties consistent with the scope and intent of the position
  • Data entry requests as needed

We'd Love to Hear from you if you have:

  • Experience in a startup or other environment with rapid growth and/or change
  • Experience with equity, public schools and/or mission driven work preferred
  • Experience with a broad range of technologies, including Office 365, Slack, Zoom, Azure AD, Smartsheets, One Talk and ticketing software
  • Great time management skills and comfortable in a fast paced, high change environment
  • Strong customer service orientation

This job might be for you if:

You are committed to equity. You steadfastly believe that all students – particularly black, brown and low-income students – should have access and succeed in the most academically rigorous high school programs. You understand that working for equity is a continual journey and you are motivated by a passion for that journey.

You enjoy collaborating with others. You recognize that working with a diverse team of individuals with varying roles and skills can be challenging, but you enjoy this challenge. You work to find creative solutions to best fit a wide range of contexts, needs, uses, and timelines.

You love to learn and grow. You are always looking to improve and to develop new skills, and welcome constructive feedback that helps you get there. You’re excited to learn from other perspectives that will inform your thinking, and to contribute to others’ learning.

You are comfortable working in a dynamic, growing organization. Equal Opportunity Schools has experienced incredible growth and success in our 10+ years of existence, but we don’t have it all figured out. You’re excited to take on the challenges that come with a relatively young organization, evolving internal systems and structures, and long-term visions that are still works in progress.

Application Process:

Interested applicants should submit a CV, and a cover letter highlighting relevant skills, and how EOS’s work, social justice, and equity connects with their professional goals.

Equal Opportunity Schools is an Equal Opportunity Minority/Female/Individuals with Disabilities/Protected Veteran and Affirmative Action Employer.

Equal Opportunity Schools considers for employment and hires qualified candidates without regard to age, race, religion, color, sex, sexual orientation, gender, gender identity, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law. Equal Opportunity Schools provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures and/or process.

About Equal Opportunity Schools:

Equal Opportunity Schools partners with school, district, county, state, and national leaders to identify students to close race and income enrollment gaps, in AP and IB programs, while maintaining or increasing the success of these programs. Likewise, EOS ensures students of all backgrounds have equal access to America’s most academically intense high school programs—and particularly that low-income students and students of color have opportunities to succeed at the highest levels. Watch: What we do – Watch: Superintendents’ Experience with EOS.

 

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  • Location
    Seattle, Washington
  • Department
    Technology
  • Employment Type
    Full-Time
  • Minimum Experience
    Entry-level
  • Compensation
    $16-$22 Hourly
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