Guild is looking to add an IT Help Desk to the team!
As the IT Help Desk, you’ll be a member of a small autonomous IT team. You will be in charge of Mac and PC support, peripheral troubleshooting, SaaS account creation, printer and VOIP support and helping the Director of IT with new and exciting technical projects. You’ll be a critical member of the team, as this role guild will be key in creating and maintaining an efficient and productive technical environment.
A day in our open, collaborative workspace might look like:
- Providing Tier 1 support to end-users and keeping ticket queue to a minimum
- Creating documentation around systems and network infrastructure
- Collaborating cross-functionally with teams to plan, test, and deploy SaaS tools
- Working with the team to configure computers for deployment by installing apps and running updates
- Properly create and/or update tickets for all internal communication coming through Zendesk
- Recognize and refer escalated matters to appropriate Tier 2/3 staff
- Create and maintain documentation for internal tasks and procedures
- Ability to analyze and troubleshoot basic computer systems, software, and peripherals
- Ability to participate in occasional after-hours support
- Provide exceptional consistent day-to-day support for Guild IT customers
- Document, track, and monitor problems to ensure resolution in the quickest time frame possible
In this role, you’ll grow and expand your expertise by:
- Reporting directly to the Director of IT, you will have the opportunity to learn and grow your skills around systems, processes, and technical troubleshooting
- Opportunities to learn network, security and other technical fundamentals
- Learning the ins and outs of Guild as you use your organizational, multitasking, and problem solving skills in a fast-paced, intense and dynamic environment
You’ll know if you’re successful by:
- IT ticket metrics, meeting project deployment deadlines and if you’re constantly learning
- Achieving established OKRs and expectations while demonstrating your passion for our mission - you'll receive ongoing feedback through your 1:1 meetings and go through bi-annual Structured Growth Conversations
- Bringing enthusiasm, flexibility, and patience to the role to a fast-paced, fun, and collaborative environment
You’ll join a team:
- From diverse backgrounds – from traditional higher education, to athletic coaches, to politicians, to startup leaders (and more!)
- Of learners & problem-solvers dedicated to our dual mission of changing education in America while building a successful, high-growth company
- Committed to building a diverse, equitable, and inclusive environment that you’d support every day
What you’ll add to Guild – as an individual and part of the broader team:
- OS agnostic, highly proficient with and can support Linux, Windows, and MacOS
- Experience with Google Apps Suite, Zendesk, and Salesforce
- Lover of documentation (reading and writing)
- Passion for our mission – Guild is pioneering a new path for education as a benefit in a complicated and regulated space – success means quickly and effectively adapting your expertise
- Experience in a startup or similar fast-paced environment where there is frequent change and a need to demonstrate and act with a sense of urgency
- Something else? Wonderful, we’re curious to learn more about you!
About Guild:
Guild is increasing economic mobility for working adults by partnering with the largest employers in the country to offer education as a benefit to their employees via our marketplace of nonprofit universities and education institutions. Guild’s proprietary technology platform facilitates the administration of this innovative benefit and our team of coaches helps each employee navigate the path back to school, providing individualized support from day one through program completion.
We also just became the latest female-led company to hit a $1billion valuation and the only B-corp with those qualifications. Our Series D round was led by Ken Chenault, General Catalyst Partners chairman and former CEO of AMEX, and joined by Emerson Collective, LeadEdge Capital, and Iconiq.
Guild Education is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.