WHO WE ARE
Edmentum is a dynamic educator and student-focused company dedicated to tech-enabled learning solutions. Our goal is to ensure that all students have access to flexible learning environments and educators have the tools they need to support their students. We are on a mission to create innovative, proven learning technology, partnering with educators to ignite student potential. We are a Remote First organization with a strong commitment to excellence, innovation, and customer satisfaction.
WHAT IS THE POSITION
The Help Desk Analyst provides first level technical support to all Edmentum employees for all IT supported services, hardware and software.
WHAT YOU WILL DO
- Incident logging of email, phone and direct contact support requests from submission to resolution
- Provide personable and comprehensive on-site support for all IT supported services, hardware and software
- Provide personable and comprehensive phone support for all IT supported services, hardware and software
- Responsible for the storage, maintenance and delivery/installation of IT managed hardware and software assets
- Responsible for thoroughly following and providing feedback on processes
- Responsible for creating knowledge base articles for issues encountered that do not exist in the current knowledge data base for faster future ticket resolution
- Responsible for giving onboarding IT training to new employees
- Work closely with the Tier 2 team to ensure timely resolution of issues
- Willing to travel out of state up to a few times a year
WHAT IS REQUIRED
- An associate’s degree in a technical field or equivalent experience
- Technical certification in one or more of the following MCP, CNA, CNE, A+, Net+, iNet+ or MCSE.
- A minimum of 2 years of previous experience in a technical support role in an enterprise environment
- Advanced knowledge and experience with supporting and using Microsoft applications, operating systems and management tools
- Confident and experienced with essential network hardware, software and workstation network configurations for both home and the enterprise including VPN and Wireless connectivity
- Proven customer service skills
- Excellent telephone and written communications skills
- Confident and experienced with remote support applications
- Works well in a team environment
- Time management skills
- Maintain working knowledge of industry, market, and competitive landscape
- Fosters a culture of inclusion and cross-functional collaboration
- Demonstrates integrity, ethics, and a commitment to Edmentum’s mission and values
- Physical Demands and Work Environment
- Must be able to lift up to 50 lbs.
- Will be exposed to dust at times when cleaning out equipment.
- Must be able to crawl under desks to set up equipment.
Application Deadline: 2/17/25
Pay range for this role:
$45,000—$55,000 USD
At Edmentum, we are committed to pay transparency as part of fostering a fair and inclusive workplace. The salary range provided reflects market research, the responsibilities of the role, and alignment with our compensation principles. Actual compensation will be determined based on multiple factors, including, but not limited to, relevant experience and skill sets. All compensation decisions are individualized and based on the specific circumstances of each candidate.
We also offer a comprehensive benefits package to support your overall well-being and work-life balance. This includes medical, dental, and vision insurance with various plan options, a 401(k) retirement plan with company matching, and a flexible Time Away Program along with 10 paid holidays, 2 floating holidays, 1 wellness day, and a winter office closure at the end of December. Additionally, we provide resources to promote wellness, ensuring you have the support you need both professionally and personally. Our goal is to provide a benefits package that helps you thrive in all aspects of life.
Edmentum is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
In alignment with federal law, we provide equal employment opportunities to all individuals, including protected veterans and individuals with disabilities. We are dedicated to meeting the needs of employees with disabilities and to creating an environment that supports our employees' physical and mental health.
If you are a qualified individual with a disability or a veteran and need a reasonable accommodation to complete any part of the application process, please contact [email protected].
Edmentum’s notice regarding the collection of personal information from interested candidates is available here
Top Skills
What We Do
Edmentum provides online learning programs to drive student achievement for academic and career success.
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