IT HelpDesk Technician

Profile

What We’re Looking For:

The IT HelpDesk Technician will be responsible for providing Tier 2 technical support to all of their fellow 2U employees. We are looking for a hard working, organized, collaborative individual with previous IT HelpDesk experience who understands the importance of customer service.

Responsibilities Include, But Are Not Limited To:

The resolution of a moderate to high volume of HelpDesk cases related to technical issues with a heavy emphasis on customer service.

Serving as an escalation point for difficult and challenging HelpDesk cases for fellow IT HelpDesk team members.

Provisioning, deprovisioning, and tracking of web tools access.

Provisioning, deprovisioning, and tracking of IT hardware, accessories, and peripherals.

Providing high-level, white-glove technical support to high profile 2U employees.

Creation of documentation related to HelpDesk processes and policies.

Creation of documentation related to HelpDesk case troubleshooting.

Completion of IT HelpDesk projects that assist the IT HelpDesk in reaching its goals.

Providing on site and remote resolution of common desktop computing issues (PC and Mac), and acting as local enforcement for IT security policies.

Enforcing and practicing of our 2U IT HelpDesk standard policies and processes for hardware asset management.

Things That Should Be In Your Background:

Strong customer service background required.

Experience with PBX telephone concepts and programming.

On site and remote desktop troubleshooting skills for PC and Mac, software and hardware.

Broad experience with web based computing services (video conferencing, CRM software, service ticketing solutions, Google application suites, CMS software).

Experience with MS Windows domain environment (Windows Server, Active Directory, LDAP, DHCP, license management, workstation imaging, access controls).

Excellent verbal and written communication skills with the ability to communicate in a courteous, tactful, and concise manner.

Ability to work late and emergency hours when necessary to maintain high level of service.

Enthusiasm and the ability to thrive in an atmosphere of constant change.

Ability to work and contribute in a team environment.

Ability to balance daily casework with project based work.

Other Attributes That Will Help You In This Role:

Experience with Salesforce (specifically Salesforce cases), Google Apps, and JIRA preferred.

Experience with Single Sign On and Multi-Factor authentication preferred.

About 2U Inc. (NASDAQ: TWOU)

2U is comprised of 3 lines of business: Graduate Degree Programs, Short Course, and Boot Camps. Going beyond traditional learning management systems, we use tech, people, and data to help top universities and enterprise organizations transform in the digital era—and eliminate the back row in higher ed. We support lifelong learning which means thinking beyond a single degree. It means finding ways for students to gain the skills they need to change careers, evolve their expertise, and meet the challenges of the changing world head-on. We help our partners fill those needs—developing new digital education technologies and offerings capable of supporting students at different points in their lives. Whether they need a simple refresher, to learn something new, or to change their career trajectories completely, our partners are there to help them succeed. Together with our partners, 2U has positively transformed the lives of more than 275,000 students and lifelong learners.

2U Diversity and Inclusion Statement

At 2U, we are committed to creating and sustaining a culture that embodies diverse walks of life, ideas, genders, ages, races, cultures, sexual orientations, abilities and other unique qualities of our employees. We strive to offer a workplace where every employee feels empowered by the ways in which we are different, as well as the ways in which we are the same.

Benefits & Culture

Working at 2U means working with individuals that are passionate and mission driven. We collaborate on tough problems to deliver the best outcomes for our partners, students, and each other. You will find team members working together in our open office spaces, gathered in the kitchen grabbing a snack, or taking a break in our game rooms.

2U offers a comprehensive benefits package:

Medical, dental, and vision coverage

Life insurance, disability and 401(k)

Unlimited snacks and drinks

Generous paid leave policies including unlimited PTO

Additional time off benefits include: volunteer days, parental leave, and a company-wide winter break from Christmas through New Years!

In Colorado, the anticipated base salary for this role is $48,000, with potential bonus eligibility. Note: The final compensation for this position may consider factors including the geographic location where the work is performed (candidate’s assigned office) and prior work experience of the candidate.

To learn more, visit 2U.com. #NoBackRow

Note: The above statements are intended to describe the general nature and level of work performed by individuals assigned to this position, and are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.

2U is an equal opportunity employer that does not discriminate against applicants or employees and ensures equal employment opportunity for all persons regardless of their race, creed, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, age, marital status, disability, citizenship, military or veterans’ status, or any other classifications protected by applicable federal, state or local laws. 2U’s equal opportunity policy applies to all terms and conditions of employment, including but not limited to recruiting, hiring, training, promotion, job benefits and pay.

Company info

2U, Inc
Website : http://2u.com