Service Desk Analyst - Technology Operations Team Flexible Location WHO WE ARE TNTP brings research, policy, and consulting together to reimagine America's public education system. Working collaboratively, we dig into educators' toughest challenges, and we provide actionable solutions grounded in evidence. This work takes place in schools and districts across the country, and our national position allows us to spot trends, collect and analyze data, and advocate for policy changes that introduce greater impact at scale. Our goal is to empower every student, breaking them free from the constraints of poverty and race, fostering innovation, and driving growth across the country. We collaborate across sectors and with school systems to ensure that the 3.5 million young people who graduate high school every year have pathways to economic and social mobility. The Technology team manages the technology tools staff use to do their work like laptops, Office 365, Teams, Workday, Zoom, Salesforce, Video Library, Mifis, Learning Portal and more. WHAT YOU'LL DO The Service Desk Analyst is the service desk lead and is responsible for providing Tier 2 and some Tier 1 technical and troubleshooting assistance related to computer hardware and software, mobile devices and other technology tools and products. The Analyst responds to incoming service and incident tickets from our virtual workforce and assists with technical issues. Issues may involve troubleshooting access, online services, printers, smart phone support, and procuring, configuring, and deploying new hardware to staff, and coordinating hardware repairs.
Some responsibilities and duties may vary, but the role of Service Desk Analyst includes: - Provide remote Tier 2 and some Tier 1 technical assistance and support to all staff in a timely and accurate fashion. Problem resolution may involve the use of diagnostic and service request tracking tools, as well as remotely accessing end user devices
- Receive, prioritize, document, and actively resolve Tier 2 and some Tier 1 end user service requests.
- Proactively document steps for solutions, how-to's and configuration of software for internal team members
- Assist with laptop and device recycling process
- Provision and maintain Windows laptops via Microsoft Intune
- Provision and maintain Windows 365 Cloud PCs via Microsoft Intune
- Provision and maintain iOS devices via Apple Business Manager and Microsoft Intune
- Assist with maintaining the organization's online asset management and tracking system
- Deliver high quality customer service while working with staff to troubleshoot issues
- Collaborate with other technical staff to ensure efficient operation of TNTP's cloud computing resources
- Perform user account creation and password reset on multiple systems
- Monitor and escalate alerts from various computer systems to appropriate technical and administrative staff
- Collaborate on and maintain system documentation
- Assist with new and existing equipment, hardware, and software upgrades
- Support SaaS solutions such as Microsoft 365, Okta, Zoom, G-Suite, Adobe etc.
- Provide end user training and assistance where required
WHAT YOU HAVE
Qualifications and Experiences We are looking for a candidate to possess the following skills and expertise:
- Minimum of 3 years' service desk experience with excellent troubleshooting skills and ability to respond to and utilize remote tools to address and resolve issues
- Critical thinking, problem solving, attention to detail and organizational skills
- Expert laptop break-fix skills
- In depth troubleshooting skills with Microsoft products, including Microsoft 365 (SharePoint, OneDrive, Teams, Outlook Word, Excel, etc.)
- Hands-on experience with Windows 10
- Hands-on experience with service desk ticketing systems
- Knowledge and experience with Active Directory and/or Azure AD
- Experience with Microsoft Intune preferred but not required
- Familiarity with usage and configuration of iOS smartphone devices
- Experience responding to and utilizing remote tools to address and resolve issues
- Ability to prioritize and manage multiple responsibilities simultaneously
- Strong communication skills with ability to facilitate discussion, resolve problems, and understand the needs and desires of the customer
- Ability to productively work from home with a high degree of accountability
- College degree preferred, technology certification or relevant education and work experience required
- Professional fluency in English and Spanish (preferred).
Competencies - Love technology. You enjoy being at the forefront of new technologies and digging into system development. Continuously learning to deepen technical knowledge.
- Critical Thinking and Problem Solving: You can quickly identify challenges, analyze the root causes, and propose solutions and tools to help staff. You can demonstrate solid problem-solving and critical thinking skills, with an established process to investigate trends or issues, identify root causes, research solutions, and provide recommendations. Ability to distinguish nuances within problems and identify what to solve from where to escalate/loop in additional support. Ability to anticipate challenges and opportunities within your scope of work to contribute to process improvements proactively. Skilled at honing in on the relevant details to effectively troubleshoot and recommend appropriate solutions. Attentive and thorough in the accuracy of solutions provided.
- Strategic Prioritization: Be willing to step up to the plate. You're eager to contribute and learn and willing to provide solutions before we know there are issues. You make and contribute to ongoing process improvements. Organized to effectively manage competing priorities and complete work on time, with an ability to lift the most important tasks to focus their energy on and reprioritize as needed. Ability to balance ownership of daily and project work.
- Effectively Communicates with Service Orientation: You'll regularly interact with staff, providing high levels of customer service. You can communicate and articulate technical information directly and concisely to any audience. Communicate clearly and display empathy and understanding for users. Approach user requests in a timely manner and with a service-oriented approach.
- Collaborate in a remote environment: Ability to connect and build relationships across a diverse group of staff. Works well with others, so you collaborate often, participate as a team, and exhibits an openness to contributing to DEI work within TNTP. Comfortable working independently in a virtual organization and asking for guidance when necessary.
- Be comfortable with the unknown: Ambiguity doesn't scare you; just the opposite, you thrive on it. You are flexible and comfortable adapting your work to maximize your impact on students, the teachers you coach, and your team.
WHAT WE OFFER TNTP offers a competitive salary commensurate with experience in a similar position with the potential for an annual performance-based bonus. The hourly range for this position is $ 25.48 - $ 38.22.
New hires are typically brought into the organization at a rate between the range minimum and the range midpoint at the following ranges ($25.48 - $
31.85 hourly) depending on qualifications, internal equity, and the budgeted amount for the role. We also provide best-in-class comprehensive benefits, providing a wide range of plans and programs that are focused on supporting the physical, mental, and financial wellness of employees and their dependents. TNTP pays toward the cost of medical insurance plans and dental and vision plans. Our 403(b)-retirement plan has up to 7% matching contribution, as well as free financial planning and coaching services, and up to $600/year payment towards qualifying student loans. TNTP also provides fully paid life insurance, parenting benefits, lifestyle spending accounts, up to 12 weeks of fully paid medical leave, generous vacation time, commuter benefits, referral bonuses, and professional development. New employees start with 5 sick/personal days, accrue 15 days of vacation during their first year of employment, and receive approximately 24 paid holidays each year-including a Winter Break the last 2-weeks of December. We also provide a one-time home office start-up stipend of up to $1,100 and annual refresher amounts of up to $250/year, a TNTP-provided laptop and cell phone, and a home office stipend of $135/month. We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, disability status, or any other protected category. We value diversity of ethnicity, race, socioeconomic status, sexual identity, gender, religion, language, ability, and experience and exemplify this through the makeup of our team at all levels. We also offer an inclusive environment where staff are encouraged to bring their whole selves to work every day. So, we encourage those with the following identities to apply: Black, Latinx, Asian American, and Pacific Islander, Indigenous people, LGBTQIA+ and non-binary people, veterans, people living with disabilities, and others with lived experience being part of marginalized communities. We also ensure that individuals with disabilities are provided reasonable accommodations for the interview process. If you would like to request an accommodation in completing this application, interviewing, or otherwise participating in TNTP's selection process, please email ...@tntp.org. HOW TO APPLY Our application process is simple. In addition to submitting your resume, we also would like for you to share why you are interested in TNTP and how your experience has prepared you for this position. The priority application deadline for this position is
June 28, 2024. After that date, applications will be considered on a rolling basis, so it is in your best interest to apply as soon as possible. Please submit your application online through Workday. #LI-REMOTE
Position Type: Regular TNTP is an equal employment opportunity employer committed to maintaining a non-discriminatory work environment. TNTP does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, gender, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity, gender expression, arrest record, conviction record, or any other personal characteristic protected by applicable law. This policy covers all programs, services, policies, and procedures of TNTP, including recruiting, hiring, training, promotion, and administering all personnel actions, such as compensation, benefits, transfers, layoffs or terminations. Applicants for employment with TNTP must have valid work authorization that does not require sponsorship of a visa for employment authorization in the U.S.