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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