Service Desk Technician

Position Summary:

As a Service Desk Technician, you will be a member of a fast moving, innovative and security minded team delivering an exceptional level of service and uptime to the organization. You are highly collaborative and strive for excellence in the work in which you, and your team, are involved. You understand that the foundation built by the Service Desk team is an essential requirement for the success of the employees and the organization.

Essential Job Functions:

Support

Supporting and maintaining the IT services available to our employees will encompass most of your day.

• Directly interface with the employees via phone, IM, email, and the ticketing system.
• Meet service SLAs for incidents and requests including time to first response and time to resolution.
• Troubleshooting to restore services to their functional state.

Design

• Active role in the brainstorming and evaluating process. Your opinion matters.
• Input into the user experience to help inform IT Services design and improvement.

Create

• Assisting with physical installation of servers, network devices, printers, workstations, monitors, and other types of technology hardware. This may include work in one of our datacenters as well as preparations around the office.

Deliver

• Putting the services created into production is the delivery phase.
• Assist with implementation deliverables.
• Performs active part in training sessions for users concerning newly implemented technologies.

 Knowledge, Skills, Abilities:

Experience working with Windows desktop, Mac OS, Microsoft Office products tools preferred

Familiarity with cloud-based collaboration tools such as Office 365 or G-Suite preferred

Experience within IT related field of 6 months to a year preferred

Familiarity with ITIL methodologies and basic Agile development frameworks is a bonus

Experience with navigating ticketing systems utilized for organizing incidents and requests

E-Learning and related technology product experience a bonus

A passion for Service Desk and meeting the needs of our employees

You belong to an excellent and diverse team responsible for designing, implementing, and enforcing our policies and procedures

You support systems capable of being secure, automated, and scalable with a focus on constant improvement

You care deeply about customer service and the level of satisfaction our employees experience

You listen to business requirements and forge solutions

You help bear the culture of quality and insist on the highest standards

You are direct and transparent, earn trust, and value accountability

About Us: At Penn Foster Group, we are transforming online learning to help learners by bringing together Penn Foster, CareerStep, Ashworth College, James Madison High School, the New York Institute of Photography, the New York Institute of Art and Design, and other education platforms. Together, we create an accelerated path to greater economic mobility through real-world skills and knowledge that enable learners to achieve long-term success in the workplaces of the future.  Our history dates back to 1890 when our founder, Thomas Foster, pioneered distance education by offering training by mail for coal miners to get the necessary skills for safer jobs. Today, with the partners who use our education and training programs, we continue that mission of providing accessible training and education for in-demand skills and are building a workforce that's prepared for the future job market.

Equal Employment Opportunity: We strive toward Diversity, Equity, and Inclusion at Penn Foster Group by intentionally building teams that are diverse - in identities, lived experiences, and ideas to create a culture where people feel connected to each other and have a sense of belonging. We value diversity, equity, and inclusion because it is the foundation that enables us to achieve what we set out to do as an organization - from maximizing the number of learners who can reach their goals while giving them the kinds of experiences we want them to have, to becoming the type of company we want to work in.  

What We Offer: We offer a robust benefits package that includes medical, dental, vision, flexible spending, generous paid time off, sponsored volunteer opportunities, a 401K with a company match, plus free access to all of our online programs.