IT Help Desk Associate

2U partners with leading colleges and universities to deliver the world’s best online degree programs. Our Platform, a fusion services and technology, enables schools to attract, enroll, educate, support and graduate students around the world. Our company culture is united by our No Back Row® philosophy; the idea that when we each lean in and do our part, we are better individually and collectively.

The IT HelpDesk Associate will be responsible for providing Tier 1 technical support to all of their fellow 2U employees.

* Providing on site and remote resolution of common desktop computing issues (PC and * Mac), and acting as local enforcement for IT security policies. * Supporting, modifying and provisioning new users for an IP based PBX phone system * Responsible for inventorying hardware and organization of our IT storage room. * Provisioning new hires with hardware and proper web tools access. * Reception and resolution of a high volume of HelpDesk cases/tickets submitted by 2U * employees experiencing technical issues. * Management and tracking of web tools access of fellow 2U employees within our CMS. * Creation of documentation related to HelpDesk processes and policies (internal). * Assisting with IT HelpDesk related projects within JIRA as needed.

* Relevant Bachelor’s Degree -OR- HS Diploma AND 2 years full time IT support experience. * Strong customer service background required. * Experience with Salesforce (specifically Salesforce cases), Google Apps, and JIRA preferred. * Experience with PBX telephone concepts and programming. * On site and remote desktop troubleshooting skills for PC and Mac, software and hardware. * Broad experience with web based computing services (video conferencing, CRM software, * service ticketing solutions, Google application suites, CMS software) * Familiarity with MS Windows domain environment (Windows Server, Active Directory, * LDAP, DHCP, license management, workstation imaging, access controls) * Familiarity with Single Sign On and Multi-Factor authentication preferred. * Excellent verbal and written communication skills with the ability to communicate in a * courteous, tactful, and concise manner. * Ability to work late and emergency hours when necessary to maintain high level of service. * Enthusiasm and the ability to thrive in an atmosphere of constant change. * Ability to work and contribute in a team environment.