End User Support Associate- Level 1

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Teach For America
New York, NY, USA
Full-time

This is an exciting opportunity to contribute directly to the technical support experience for a large, distributed organization! As the End User Support Associate- Level 1, you will support 2500+ users of our extranet portal and other key internal applications, ensuring that Teach For America staff members have the technology necessary to achieve "one day". We are looking for candidates who love technology and who are oriented to and passionate about customer service. The End User Support Associate- Level 1 will work on a variety of technical issues and provide high quality customer support to clients (internal and external). This position will work to ensure that service levels are achieve and customer expectations are met or exceeded in terms of performance and defined metrics and benchmarks. It is also critical that they follow standards and processes to provide effective customer service and meet / exceed expectations.

Areas of Responsibility: 
  • (45%) Collaborate with engineers to provide account access & provide trouble shooting for systems related to with staff hiring and applications related to the selection, admission, training of our teaching corps, and classroom data management.
  • (25%) Provide application support on cloud computing solutions, which include Box.com, Office365, OKTA, Salesforce, ServiceNow and Workday. 
  • (25%) Provide Help Desk support on Windows operating system, Mac OS, hardware troubleshooting and workplace productivity software – Zoom, Slack, and MaaS 360 enrollment for mobile devices.
  • (5%) Work with IT project teams during planning and execution phases.  Exercise judgment on behalf of users in developing test scenarios and performing application and workplace productivity tool testing.
Skills/Experience: 
  • 1-3 years in a technical and customer support and communications environment (or equivalent course experience)
  • Windows in a managed desktop environment
  • Knowledge of Windows 10 and Office 2016
  • Experience with Mac, mobile devices a plus
  • Experience with Service Now a plus

 Work Demands

  • This position is located on site in our New York national office.

 Skills

  • Ability to communicate with empathy, collaboration and efficiency
  • Passion for supporting customers and dedication to constantly improving the support experience
  • Understand the value in empowering users to self-service questions through proactive support tactics
How to Apply: 

https://teachforamerica.secure.force.com/ts2__JobDetails?jobId=a0x0V0000...

Job Function: 
Customer Service & Retail

Organization Info

Teach For America

Overview
Headquarters: 
New York, NY, United States
Website: 
teachforamerica.org
Annual Budget : 
$100-500M
Founded: 
1993
About Us
Areas of Focus: 
Education
Mission: 

Teach For America is the national corps of outstanding recent college graduates, professionals, or graduate students who commit to teach for two years in urban and rural public schools and become lifelong leaders in expanding educational opportunity. Teach For America's mission is to enlist, develop, and mobilize as many as possible of our nation's most promising future leaders to grow and strengthen the movement for educational equity and excellence. In the 2016-2017 school year, 6,900 first- and second-year Teach For America corps members are teaching in 53 regions across the United States. Since 1990, Teach For America corps members have reached more than 10 million students. Teach For America's more than 40,000 alumni are providing critical leadership -- as teachers, school and district leaders; elected officials and policy advisers; and founders and leaders of education and social reform initiatives -- to ensure all children have the opportunity to attain an excellent education.

Listing Stats

Post Date: 
Dec 17 2018
Active Until: 
Jan 17 2019
Hiring Organization: 
Teach For America
industry: 
Nonprofit