Senior IT Help Desk

| Greater Denver Area
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Senior IT Help Desk

Denver, CO

Guild Education is hiring a Senior Associate, IT Help Desk to aid in supporting our growing employee base.

As the Senior IT Help Desk, you’ll be a member of a small, collaborative IT team. You will help build out a team knowledge base, supporting users and help desk staff as a Tier 2 for IT support, and assisting the IT Operations Engineer and Director of IT and team with new and exciting multi-functional, technical projects.

A day in our open, collaborative workspace might look like:

  • Providing excellent customer service in Tier 2 support to end-users
  • Supporting the team with onboarding, offboarding, and department transfers (configure computers for deployment by installing apps and running updates)
  • Creating and/or updating tickets for all internal services using our Zendesk ticketing platform
  • Supporting large company meetings and 70+ Zoom meeting rooms
  • Writing and Maintaining team documentation around systems, internal tasks, and procedures
  • Participation in mentoring, new hire events, and delivering technical training
Ideal candidate will have:
  • 2+ years of experience in IT Support, utilizing a ticketing system to manage work
  • Are OS agnostic, highly proficient with and can support Linux, Windows, and macOS
  • Experience with Jamf Pro, Okta, Jumpcloud, Google Apps Suite, Zoom and Zendesk
  • Experience working with auditing standards and operations in a SOC compliant organization or similar environment
  • Excellent verbal and written communication, project management, and problem-solving skills.
  • Fast learner - Can be shown processes minimally to grasp procedure
  • Excellent at creating understandable end-user documentation.
  • Passion for our mission – Guild's groundbreaking 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 are frequent changes and a need to demonstrate and act with urgency
  • Ability to deliver a consistent experience with high quality and efficiency with minimal managerial oversight
  • Ability to adapt to different work environments - Continue supporting the team in our current environment - Including remote support*
  • Ability to participate in occasional after-hours or holiday support
  • Something else? Wonderful, we’re curious to learn more about you!
You’re successful by:
  • Becoming a Subject Matter Expert (SME) for Zendesk and supporting the creation of workflows, forms, reporting, triggers, macros, and handling the internal workspace
  • Becoming a Subject Matter Expert (SME) in at least one additional IT handled tool within 9-12 months of completing onboarding training
  • 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 passion, flexibility, and persistence to the role to a fast-paced, fun, and collaborative environment
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.

Guild is a female-led, Certified B Corporation - and with a valuation of $3.8 billion is one of the highest-valued, privately held education companies in the world, and the only one led by a woman. Guild's investors include Ken Chenault, General Catalyst Partners, chairman and former CEO of American Express, Emerson, 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. If you have a disability or special need that requires accommodation, please let your recruiter know. Additionally, we feel passionately about equal pay for equal work, and transparency in compensation is one vehicle to achieve that. Total compensation for this role is market driven, including a base salary range of $70,000 - $85,000, as well as company stock options.

  • Access to low-cost, high-quality health care options through Cigna and Kaiser (due to coverage limitations, Kaiser is currently only available in CA & CO)
  • Access to a 401k to help save for the future
  • We provide 3 weeks of vacation in the first year and an open vacation policy after year 1 to help recharge
  • We provide 8 days of fully-paid sick leave, to take the time to heal and or recover
  • We provide family-friendly benefits, including 14 weeks of parental leave, employer-paid short-term and long-term disability, employer-sponsored life insurance, and fertility care benefits.
  • We provide well-rounded wellness benefits including access to free and low cost mental health resources and support services
  • We offer education benefits and tuition assistance to help your future development and growth

Guild requires COVID-19 vaccines for all employees and guests attending Guild events or entering Guild offices. We will be using both Clear’s Digital Vaccine Card and state-sponsored vaccine passports to verify proof of vaccine.   Accommodations or exceptions can be requested for medical or religious reasons.

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Location

Our downtown Denver office is easily accessible via public transportation, with plenty of restaurants in the surrounding area.

An Insider's view of Guild Education

What’s the vibe like in the office?

We're fast-paced and got a little bit of a startup vibe, so there's always plenty to learn from and grow!People are collaborative and ready to bring their knowledge, experience, and ideas to the table to make sure we're doing right by each other and our students.As hard-working as everyone is, you can also be rest assured we also love to celebrate!

Kendry

Bilingual Student Success Advisor

How do you collaborate with other teams in the company?

We're incredibly cross functional and believe heavily in developing and cultivating strong relationships not only with our external partners, but internally across and within departments as well. One of my favorite traditions is that each new hire at Guild is given a coffee card when they start to encourage them to grab coffee with others and get t

Annie

Partner Marketing, Employer Success

How has your career grown since starting at the company?

Since my humble beginning as a Guild Intern, I have had opportunities afforded to me that stretch me in ways that align with my values and push me to be a little uncomfortable while still having welcome support. I’m now in a position where I get to learn first-hand from experts that I don’t believe I was qualified for before working at Guild.

Paco

Senior Associate of University Operations

What kinds of technical challenges do you and your team face?

My team works on ensuring that new users can find what they need and engage with our platform easily. Many of the technical challenges we face involve scaling the early-stage version of Guild’s app into something more flexible for our next growth phase. We deal with the difficult (but fascinating!) tradeoffs of these decisions every day.

April

Software Engineer

What are Guild Education Perks + Benefits

Guild Education Benefits Overview

At Guild, we’re expanding opportunity for America’s workforce, and we’re committed to doing the same for our own employees by supporting them professionally and personally. Guild offers benefits and perks to support all employees and their families. From $0 medical premiums to a flexible parental leave policy to tuition assistance to company equity for all employees, we have something for everyone at Guild.

Culture
Volunteer in local community
Guild has a yearly "Guild Gives Back" day, where we provide organized volunteer opportunities to all our employees as well as a "12 Days of Giving" around the holidays!
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Guild has a highly diverse management team, with nearly 75% of employees reporting to female leadership.
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Some Meals Provided
Happy Hours
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
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