Helpdesk Specialist

Provide technical assistance to employees in the areas of computer hardware, video conferencing, web technologies, and applications support. Works individually on solutions, but frequently will coordinate and collaborate with others in IT to diagnose and implement. May provide assistance by answering questions or resolving computer/networking issues in person, by telephone or from a remote location. 

Please note this is a hybrid position requiring a minimum of 2 office visits a month.

A Day in the Life

• Field support calls and emails from employees 
• Answer employee’s inquiries and provide technical support and troubleshooting of desktop, laptop and tablet systems hardware and software, network, printers, phones and mobile devices 
• Assist with the installation, configuration, and deployment of software on new desktops, laptops and tablets 
• Read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems, when needed, in providing technical assistance and support 
• Document services requests, issues, and resolutions in corporate ticketing system 
• Provide on-site support for those in the local office and remote support for those outside the building 
• Identify incident trends and recommend preventative solutions 
• Assist with maintenance, configuration and management of user accounts on FTP system 
• Track/monitor system performance and activity; create, manage and respond to alerts 
• Perform software installation and upgrades 

Role Progression

• Within 1 month, you’ll: Learn about the business, the team and become familiar with our tools/procedures 
• Within 3 months, you’ll: Handle incoming tickets and working with end users on various needs with little assistance 
• Within 6 months, you’ll: Take ownership of any tasks/projects assigned to you or the team, able to take any assigned work with efficiency
• Within 1 year, you’ll: Handle any task given to you by your manager and drive superior support

About You

• Associate degree in computer science or a related field or pursuing an associate degree and has applicable work experience. 
• Appropriate certifications are encouraged 
• Excellent computer skills and strong knowledge in Microsoft Windows, macOS, and Microsoft Office 
• General knowledge of a variety of technologies/software and how they are connected together; including, but not limited to, servers, desktops, remote desktop control tools, instant messaging, email, desktop platforms, and FTP 
• Experience configuring mobile devices 
• Ability to work well collaboratively with a wide range of people, with varying degrees of technical knowledge 
• Excels at operating in a fast pace, community environment 
• Collaborative work style and commitment to get the job done 
• Skill for problem solving, troubleshooting, and root cause analysis to determine causes of complex operating errors and deciding how to respond 
• Critical thinking skills; by using logic and reasoning to identify pros and cons of alternative solutions, conclusions or approaches to problems 
• Active learner who understands the implications of new information/facts for both current and future problem-solving and decision-making 
• Excellent written and verbal communication skills 
• The ability to communicate clearly and effectively to persons with various levels of technical ability and experience 
• Focus and commitment to the organizational mission and objectives is prominent 
• Systematic problem-solver with the ability to self-start and direct 
• Desire to work within a collaborative, team environment 
• Flexible and adaptive to a change; Positive attitude and focus on finding solutions 
• Eagerness to grow professionally and a willingness/ability to self-direct professional growth 
• Willingness to go outside normal job functions to accomplish the given task is essential 

What sets us apart

• Mission driven culture 
• Comprehensive health and benefits package 
• 401k company match that vest’s immediately upon participation 
• Paid holidays and a generous PTO policy 
• Paid parental leave 

About Us

Encoura’s mission is to empower students and institutions to create meaningful connections so everyone can make the most informed decisions to achieve their goals. Since 1972, the company has evolved its products and services to better represent the link between students and higher education institutions and to create the highest probability of student success. 

With the launch of the Encoura platform in 2017, the company provides custom technology solutions that combine Eduventures research, data science, strategic enrollment, and multichannel marketing services to over 2,000 higher ed institutions. The company also offers Encourage® —the nation’s largest free college and career planning program used by millions of high school students and educators nationwide. 

Encoura is an Equal Employment Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. All applicants must be eligible to work in the U.S. 

Encoura endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require reasonable accommodation to complete any part of the application process or are limited in the ability and need an alternative method for applying, please contact the Talent Team. 

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To review our privacy policy, please click this link: https://encoura.org/privacy-policy/