Help Desk Specialist

Stellar Virtual; Piemonte; In loco; EUR 45.000 - 68.000; Tempo pieno

Vantaggi offerti da questo lavoro

Paid time off

Medical, dental, vision

401(k) with match

Supplemental insurance

FSA / HSA

Two closure weeks

Company holidays

Descrizione del lavoro

Stellar Virtual seeks an experienced Help Desk Specialist to manage complex Tier 2 escalations, analyze system performance, and implement robust IT solutions for students, parents, and staff.

You will govern access control, security protocols, and create SOPs, training materials, and effective documentation for ongoing support. The role requires independent judgment and strong collaboration with vendor partners.

Competenze

• At least three years of experience in IT help desk, technical support, or systems administration.
• Advanced proficiency with Windows, macOS, Chrome OS, and Google Workspace for Education.
• Experience with LMS and enterprise IT management systems.
• Familiarity with Zendesk, Jira, ServiceNow and remote administration tools.

Mansioni

• Independently evaluate, prioritize, and resolve Tier 2 escalations using the Stellar Virtual IT ticketing system.
• Diagnose non-routine system anomalies and implement permanent technical solutions for end-users.
• Analyze recurring issues to identify infrastructure problems and propose improvements.
• Manage user access, authentication, and security per data privacy regulations across Stellar Virtual platforms.
• Create and maintain technical documentation, SOPs, and training materials for staff and Tier 1 support.
• Act as primary liaison for major Stellar Virtual initiatives, ensuring secure enrollments and migrations.
• Collaborate with vendors, software engineers, and IT leadership on new educational technologies.
• Lead technical training sessions for staff on enterprise hardware and software.

Conoscenze

Windows troubleshooting

macOS troubleshooting

Chrome OS troubleshooting

Google Workspace for Education

LMS administration

Ticketing systems

Remote administration tools

Analytical thinking

Communication skills

Independent work

Formazione

High school diploma or GED

Bachelor's degree preferred

Strumenti

Zendesk

Jira

ServiceNow

Descrizione del lavoro

Overview

As a Help Desk Specialist, this exempt position plays a critical role in maintaining Stellar Virtual's technical operational efficiency. Moving beyond routine user support, the Help Desk Specialist is responsible for independently managing complex technical escalations, analyzing system performance, and implementing robust IT solutions for students, parents, and staff.

• Independently evaluate, prioritize, and resolve complex Tier 2 technical support escalations utilizing the Stellar Virtual IT ticketing system.
• Exercise independent judgment to diagnose non-routine system anomalies, develop custom workarounds, and implement permanent technical solutions for end-users.
• Analyze recurring technical issues to identify systemic infrastructure problems and recommend, design, or implement process improvements and system updates.
• Manage user access, authentication, and security protocols within Stellar Virtual platforms (including the LMS and Student Information System), ensuring strict adherence to data privacy regulations.
• Design, maintain, and publish advanced technical documentation, standard operating procedures (SOPs), and training materials for staff and Tier 1 support personnel.
• Serve as the primary technical liaison for major Stellar Virtual initiatives, ensuring smooth platform integrations, secure user enrollments, and seamless system migrations.
• Collaborate with vendors, software engineers, and IT leadership to evaluate new educational technologies and advise on their implementation.
• Lead technical training sessions for staff to ensure optimal utilization of enterprise hardware and software.

Position Details

• Reporting Manager: Help Desk Specialist
• Status: Salary, Exempt
• Type: Regular, Full-Time (12 Months)
• Program: Stellar Virtual OMG - Corp

Overview

As a Help Desk Specialist, this exempt position plays a critical role in maintaining Stellar Virtual's technical operational efficiency. Moving beyond routine user support, the Help Desk Specialist is responsible for independently managing complex technical escalations, analyzing system performance, and implementing robust IT solutions for students, parents, and staff.

• Independently evaluate, prioritize, and resolve complex Tier 2 technical support escalations utilizing the Stellar Virtual IT ticketing system.
• Exercise independent judgment to diagnose non-routine system anomalies, develop custom workarounds, and implement permanent technical solutions for end-users.
• Analyze recurring technical issues to identify systemic infrastructure problems and recommend, design, or implement process improvements and system updates.
• Manage user access, authentication, and security protocols within Stellar Virtual platforms (including the LMS and Student Information System), ensuring strict adherence to data privacy regulations.
• Design, maintain, and publish advanced technical documentation, standard operating procedures (SOPs), and training materials for staff and Tier 1 support personnel.
• Serve as the primary technical liaison for major Stellar Virtual initiatives, ensuring smooth platform integrations, secure user enrollments, and seamless system migrations.
• Collaborate with vendors, software engineers, and IT leadership to evaluate new educational technologies and advise on their implementation.
• Lead technical training sessions for staff to ensure optimal utilization of enterprise hardware and software.

Knowledge, Skills & Attributes

• This role requires the continuous exercise of discretion and independent judgment to diagnose hardware, software, and network anomalies, ensure data security compliance, and optimize our digital learning infrastructure.
• At least three years of experience in IT help desk, technical support, or systems administration, preferably within a school or educational technology setting.
• Demonstrated ability to exercise independent judgment and discretion in resolving complex, non-routine technical issues.
• Advanced proficiency in troubleshooting Windows, macOS, Chrome OS, Google Workspace for Education, and enterprise
• Learning Management Systems (LMS). Strong analytical skills to interpret technical data, identify trends, and engineer systemic IT solutions.
• Deep understanding of IT service management frameworks, ticketing systems (e.g., Zendesk, Jira, ServiceNow), and remote administration tools.
• Exceptional problem-solving, conflict resolution, and technical translation abilities (explaining complex IT concepts to non-technical users).
• Self-directed operational mindset with the ability to manage multifaceted IT projects independently
• Access to a private, reliable, and secure high-speed internet connection with a minimum of 25 Mbps download and 10 Mbps upload speeds.

Education & Certification Requirements

• A minimum of a high school diploma or equivalent (GED) is required.
• A bachelor's degree in a relevant field is strongly preferred. Significant experience and proven ability in a related position or industry will substitute for a four-year degree.

Benefits & Incentives (Full-Time Only)

• Competitive vacation and paid time off plans
• Comprehensive medical (HMO, HDHP, and PPO), dental, and vision plans with varying coverage for employees and their families, with options available in all states, including a high-deductible health plan (HDHP) option.
• 401(k) retirement plan (pre- and post-tax options) with matching contribution up to 3% after one year of employment
• Additional supplemental disability, life, critical illness, hospital indemnity, accident, legal aid, and ID theft protection plans
• Flexible Spending Account (FSA) or Health Savings Account (HSA)
• Two paid closure weeks each year (weeks of July 4 and December 25)
• 11 Company-paid Holidays

State Hiring Eligibility

Primary States: Stellar Virtual actively hires educators in Arizona (AZ), Indiana (IN), Iowa (IA), Missouri (MO), Oregon (OR), Tennessee (TN), Texas (TX), and Washington (WA).
Limited States: Stellar Virtual may consider candidates residing in Alabama (AL), Arkansas (AR), Colorado (CO), Florida (FL), Georgia (GA), Illinois (IL), Kansas (KS), Kentucky (KY), Louisiana (LA), Massachusetts (MA), Mississippi (MS), New Hampshire (NH), North Carolina (NC), Oklahoma (OK), Pennsylvania (PA), South Carolina (SC), Utah (UT), Virginia (VA), and Wisconsin (WI)
State Eligibility Requirements: Stellar Virtual is currently unable to hire candidates who reside in the following states: Alaska, California, Connecticut, Delaware, Hawaii, Maine, Maryland, Michigan, New York, and Rhode Island, or any state not otherwise listed as an approved hiring location for this organization. Applicants residing in any of these states, or in any state not included in Stellar Virtual's approved hiring locations, will not be considered for this position. We encourage candidates to confirm their state of residence aligns with our current hiring footprint before applying.

Employment "At-Will" Statement

For W-2 employment, Stellar Virtual is an at-will employer. This means the employee and Stellar Virtual can terminate the employment at any time, with or without cause or notice, as legally permitted. This job description does not guarantee continued employment or a contract. All 1099 status is excluded.

Equal Employment Opportunity (EEO)

Stellar Virtual is an equal opportunity employer committed to diversity and inclusion. All qualified applicants are considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.