IT Help Desk Associate

2U

(Hyattsville, Maryland)

Full Time

Job Posting Details

About 2U

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.

Summary

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

Responsibilities

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.

Ideal Candidate

* 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.

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.