Tier 2 Help Desk Associate 2U, Inc.
THIS JOB HAS EXPIRED Brief Summary
The Tier 2 Help Desk Associate will be providing support to 2U?s internal employees worldwide. They will be assessing and resolving technical issues and implementing fixes to completion. This individual will be responsible for the installation, configuration, maintenance, security, and support of 2U computers, phones, and other peripherals. At the Tier 2 level, s/he will be responding to users by answering, evaluating, and prioritizing tickets, phone calls, and in-person requests for assistance. They must research and resolve technical problems, applying various complex techniques to identify issues, investigate causes, and recommend solutions. The Tier 2 Associate will also work on various projects assigned by the IT Help Desk Manager that will increase the productivity and efficiency of the department and the company as a whole.
Required Skills and Experience:
1.) 2-5 years of experience providing ?hands-on? technical assistance for an environment with large amount of user base
2.)Background in customer service and satisfaction, commitment to providing white-glove customer service to all users
3.) Familiarity with a CRM and/or ticketing system (ideally Salesforce.com) to accurately document all incidents
4.) Strong interpersonal skills, positive attitude, collaborative nature, and hard-working
5.) Impeccable communicative and organizational skills (can multi-task and handle shifting priorities)
6.) Basic understanding of networking and system administration
7.) Developed IT strategies, goals, and procedures relating to the process improvement of a department and entire company
8.) Procurement of IT equipment and software that fits the needs of the organization in a complex and ever-evolving environment
Desired Skills and Experience:
1.) Experience with Active Directory and Salesforce.com
2.) Troubleshooting and supporting Google Applications, remote assistance tools
3.) Bachelor?s Degree in Computer Science or Information Systems
4.) 3+ years of experience troubleshooting Mac OS, Windows 7, and mobile devices
5.) Mentored junior members of IT support staff
Founded in 2008 by a unique team of education veterans with unparalleled experience, 2U, Inc., formerly known as 2tor, Inc., partners with preeminent institutions of higher education to deliver rigorous, selective degree programs online to students globally.
2U supplies universities with the tools, expertise, capital, and global recruiting needed to build and support programs of quality and scale.
Technology: 2U develops state-of-the-art technology platforms that give universities the ability to deliver traditional offline curricula in a unique online learning environment.
Instructional Design: Our instructional designers work closely with faculty to translate classroom courses into a compelling combination of synchronous and asynchronous online and real-world experiences, using the best educational and social technologies available. We work side-by-side with professors to evolve those courses. We make improvements as usage and learning patterns emerge and new technologies become available.
Infrastructure: 2U provides the support infrastructure and the logistical components of our partners? online programs. This includes comprehensive student support services from enrollment through graduation and beyond, as well as practical learning experiences in communities around the world.
Resources: 2U makes an upfront investment of over $10 million in each of our partner programs. By supplying capital and global marketing capabilities, we enable universities to give high-performing students around the world a transformational educational experience.
Since our founding, 2U has partnered with some of the most prestigious research universities to deliver groundbreaking online degree programs. You can read about our partners here (www.2U.com/partners).
And if you?re ready to help our team (www.2U.com/team) build the next great movement in higher education, consider joining us (www.2U.com/careers).
Why It?s Great to Join Our Team
There are plenty of reasons, but here are a few:
Benefits ? at 2U we offer a great benefits package including medical, dental, vision, life insurance, disability and 401k. We also offer paid time off and company holidays. That?s not all! Employees receive a 100% paid tuition benefit for themselves, their spouse and their legal dependants.
Our Culture ? We are a highly energetic, innovative start-up company with room to grow. We don?t take ourselves too seriously, and strive to maintain a casual, professional and highly productive work environment for our team. 2U employees enjoy many perks, including the ability to wear jeans to work every day.
Note: The above statements are intended to describe the general nature and level of work performed by individuals assigned to this position. They 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, 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, pay, and dismissal.
||Landover, MD |
THIS JOB HAS EXPIRED