Sr. IT Helpdesk Support Associate (West Coast/PST)
Company: Panorama Education
Location: San Francisco
Posted on: May 16, 2022
Job Description:
Panorama Education is rapidly growing, and with that growth
comes increasingly complex information and data requirements. As
the first Information Technology team member on the West Coast, you
will be responsible for supporting Panorama Education's Technology
Devices and Software, and you will also work with our outsourced IT
partner. Reporting to the IT Manager, you will work closely to
support technology for all staff. We are a friendly, hard-working
team that takes pride in helping our colleagues be as effective as
possible. Our ideal candidate approaches their work with positive
energy and a collaborative mindset. They will go above and beyond
to make sure our team members feel supported in the office,
virtually at home, and will jump in to help other Operations team
members whenever needed. This person is proactive, works
efficiently and effectively, is able to make decisions
independently, and excels at improving processes and workflows. As
one of the most visible team members in the company, you'll develop
meaningful partnerships with colleagues on all Panorama teams and
be a valued team member of a mission-driven technology company at
an exciting time in its history. - This role will provide West
Coast support - 9 am-6 pm PST. Key Responsibilities:
- Work closely in a small team to support all team members with
their technology issues remotely
- Support cloud-based platforms such as GSuite , Zoom , LastPass
, Slack , Meraki, Cloudlock, O365, and more
- Provide first-line technical support for employees, both remote
and onsite
- Prioritize, address, and resolve employee support tickets &
slack messages through completion
- Setup, configure, diagnose and repair team members' devices,
not limited to MacOS laptops, Conference Room A/V, Printers, and
Computer Accessories from home.
- Develop and update training materials and lead technology
training sessions for new employees, as well as ongoing training
sessions and documentation for existing employees
- Scale IT onboarding and offboarding processes
- Lead internal assessments, implementations, tech checks &
deployments (software, hardware, audio/video, etc.)
- Actively contributes to our internal knowledge base to meet
department goals and provide continued training/support for
teachers & staff
- Supports technology for departmental and company meetings as
needed What We're Looking For:
- Bachelor's degree in Computer Science or related technology
field, or equivalent work experience
- Minimum of 3-4 years experience supporting IT services and
contributing to technology-driven business processes
- Experience working with MacOS, cloud-based technologies &
services (GSuite, Slack, O365, VoIP, Zoom, JIRA, Freshservice,
etc
- Experience troubleshooting and supporting office equipment such
as printers, conference rooms, etc. -
- Basic knowledge of troubleshooting standards, hardware
replacement, office, and conference A/V equipment
- Self-motivated; driven, cares about the quality, presentation,
and delivery of the work
- Ability to make decisions, shift priorities and manage time to
meet changing and evolving needs
- Flexible, dependable, and consistent; proactively follows up
and provides updates
- Strong problem-solving skills and ability to adapt & develop
new technical skills as technology changes
- Ability to collaborate effectively with teammates
cross-functionally, and jump in to support as needed
- Ability to store minimal inventory of hardware in local
workplace as staff replacements are needed Bonus Points:
- Experience in a high-growth tech company or edtech
- Experience supporting geographically dispersed team members in
remote environments
Keywords: Panorama Education, San Francisco , Sr. IT Helpdesk Support Associate (West Coast/PST), Other , San Francisco, California
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