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Technical Support Specialist
2 meses atrás
**Job Summary**
We are seeking a highly skilled Technical Support Specialist to join our team at Varsity Tutors. As a Technical Support Specialist, you will be responsible for providing top-notch technical assistance to our employees, ensuring they have the necessary tools and resources to perform their jobs efficiently.
Key Responsibilities
- Process internal customer requests via Slack and tickets, covering onboarding, offboarding, access requests, troubleshooting, configuration, and other technical issues.
- Install and configure new technology to enhance employee productivity.
- Understand and resolve technical issues, explaining the problem to staff members and translating technical information where necessary.
- Write reports on the status of all software in the company and create easy-to-follow documentation.
- Set up access for new employees and assist with account-related issues, as well as deprovisioning access for separated employees.
- Address privacy-related requests related to data deletion.
- Help maintain and draft documentation as needed.
- Collaborate with the Varsity Tutors team through team meetings, peer-to-peer guidance, and feedback.
- Consult with management and other departments as required.
- Participate in on-call rotation for technical emergencies.
Requirements
- English fluency.
- A bachelor's degree in computer science, computer engineering, or a related technical field, or relevant experience.
- 1-3 years of experience in a technical and remote customer-focused helpdesk position.
- In-depth knowledge of computer hardware, software, and networks.
- Extensive experience working with different operating systems, including Mac OS and Windows.
- Proficiency with Google Workspace and Microsoft Office Suite.
- Time management skills and the ability to establish reasonable and attainable deadlines for resolution.
- Ability to prioritize and manage several milestones and projects efficiently.
- Experience in documenting processes and monitoring performance metrics.
- Exceptional interpersonal and communication skills.
- Understanding of ITIL and NIST frameworks (an asset).
- Experience with Jira or other ticket management software.
What We Offer
- Competitive salary.
- Remote position.
- Free Learning Membership for you and your household (1-1 tutoring hours, unlimited use of on-demand services, and access to our online classes).
- Once-in-a-lifetime opportunity to help transform how the world learns.
- Fun, collaborative, and team-oriented work environment with plenty of training and a feedback-rich culture.
- Varsity Tutors is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
