Senior Desktop Support

Great Minds, a rapidly growing challenger brand in the PK-12 instructional materials space, seeks an experienced Senior Desktop Support.

Company Profile

Great Minds, a mission driven Public Benefit Corporation, brings teachers and scholars together to craft exemplary instructional materials that inspire joy in teaching and learning. Our English curriculum, Wit & Wisdom®, Eureka Math™ and PhD Science™, all support teachers as they take students beyond rote learning to provide a deeper, more complete understanding of the humanities, mathematics, and the sciences. Founded in 2007, Great Minds now employs more than 1,000 people.

For additional information please visit: www.greatminds.org

Our Market Position

Great Minds’ Eureka Math is the most widely used curriculum in the history of American education. It enjoys an unrivaled 40+ net promoter score. Eureka and its sister products, Wit & Wisdom English and PhD Science, embrace much higher expectations for all students and teachers. In a market dominated by scripted, procedural materials that drive expectations down, Great Minds produces curricula that celebrate knowledge, respect the craft of teaching, and acknowledge the true capabilities of students.

Role Overview

The Senior Desktop Support role reports to the Senior Service Desk Manager and is an experienced Senior IT Specialist who can work in a fast-paced, service-oriented organization. The Great Minds IT team is looking for someone with a start-up mentality, great at managing multiple priorities, has excellent customer service and problem-solving skills. You will solve mid-level technical problems and provide support for all assigned areas in our offices and remotely.

An ideal candidate will be skilled in supporting Windows and/or Macs and have a broad range of experience using and supporting cloud software and Zoom. We are seeking a self-starter, with a bias towards action, comfortable interacting with all levels of the organization.

Specific Responsibilities:

• Provide first and second-level technology support services to customers
• Escalate unresolved queries to the Lead Desktop Support as needed
• Walk customers through the problem-solving process in person or via telephone/zoom
• Follow up with customers, provide feedback, and see problems through to resolution
• Utilize excellent customer service skills and exceed customers’ expectations
• Ensure proper recording, documentation, and closure of assigned tickets
• Manage inventory of hardware and software for end users
• Manage and maintain shared Zoom meeting spaces located at the assigned location
• Update customer data and produce activity reports to Senior Manager when requested
• Maintain and grow your knowledge of desktop support procedures, products, and services
• Update devices
• Complete new hire account creation and software provisioning
• Conduct weekly new hire IT orientation presentations
• Setup/modify/delete user profiles and network or software accounts for employees
• Provide tier 1 admin console support via the Zoom phone system
• Create Salesforce accounts as needed
• Provide tier 1 admin console support for Slack
• Provide support and training to the Desktop Support professionals or lower-level team members

• Bachelor’s degree in information technology, Computer Science, Business, or a related field
• 4+ years’ technology work experience and 4-5 years of demonstrated information technology work across diverse application areas and technologies
• Strong communication skills
• Experience with Windows 10 and/or Mac
• Experience with Jira Service Desk or other service management solutions
• Experience supporting Microsoft O365 & Microsoft technologies
• Experience with Slack and/or MS Teams
• Experience troubleshooting Cloud-based applications and technology
• Experience with SSO applications such as ADFS, Okta or OneLogin
• Experience using JAMF and Intune administration console
• Strong understanding of how to manage an Inventory Management system
• Demonstrated ability to set and manage priorities with multiple internal & external customers

Selected candidate will be required to pass a criminal history background check.

Any communication to applicants relating to the Great Minds hiring process will only come from email addresses with the domains greatminds.org or greatminds.recruitee.com. If in the course of the application or hiring process with Great Minds you are contacted through another domain, are requested to provide banking or other sensitive information, or you note any other suspicious activity, please contact security@greatminds.org

Great Minds is an equal opportunity employer. We will extend equal opportunity to all individuals without regard to race, religion, color, sex (including pregnancy, sexual orientation, and gender identity), national origin, disability, age, genetic information, or any other status protected under applicable federal, state, or local laws. Our policy reflects and affirms the organization’s commitment to the principles of fair employment and the elimination of all discriminatory practices.

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