IT Help Desk Specialist

ixllearning; San Mateo (CA); On-site; USD 80,231,000 - 94,558,000; Full time

Benefits offered by this job

Benefits

Job summary

IXL Learning, a leading EdTech company in San Mateo, CA, is seeking a Help Desk Specialist to provide advanced technical support for IXL employees in our headquarters office. The role emphasizes proactive problem solving and delivering excellent internal customer service.

You will support macOS, Windows, and Linux environments, help manage Google Workspace and other systems, and contribute to knowledge base improvements and IT process enhancements.

Qualifications

• Bachelor's degree in computer information systems or a related field.
• 3-5 years of experience in help desk support.
• Experience managing conference rooms and A/V equipment.

Responsibilities

• Provide advanced technical support and mentorship to help desk specialists.
• Deliver an exceptional internal customer experience with timely, professional, and effective technical assistance.
• Oversee deployment, maintenance, troubleshooting, and support of software, hardware, and operating systems on macOS, Windows, and Linux.
• Resolve complex tickets involving hardware, software, and malware.
• Assist in administering Google Workspace, Vonage phone system, Entra ID, and other critical office-wide systems.
• Enhance documentation for processes, training, and internal resources.
• Contribute to technology integration of mergers and acquisitions across business units.

Skills

Communication skills

Customer focus

Problem solving

Prioritization

Education

Bachelor's degree in computer information systems or related field

Tools

A/V equipment

Job description

IXL Learning, developer of personalized learning products used by millions of people globally, is seeking a Help Desk Specialist. In this role, you'll be at the forefront of delivering top-tier help desk support to IXL'ers in our dynamic San Mateo, CA office. Your solid technical skills, proactive problem-solving, and commitment to customer satisfaction will ensure smooth and efficient tech operations, making you an essential part of our support team.

This is a full-time position in our San Mateo, CA, headquarters office. The work schedule for this role is Monday-Friday in the office.

WHAT YOU'LL BE DOING

• Provide advanced technical support and mentorship to help desk specialists
• Deliver an exceptional internal customer experience with timely, professional, and effective technical assistance
• Oversee the deployment, maintenance, troubleshooting, and support of software, hardware, and operating systems on macOS, Windows, and Linux platforms
• Quickly and efficiently resolve complex support tickets involving hardware, software, and malware
• Assist in administering Google Workspace, Vonage phone system, Entra ID, and other critical office-wide systems
• Enhance documentation for processes, training, and internal resources
• Contribute to the technology integration of mergers and acquisitions across several business units

WHAT WE'RE LOOKING FOR

• Bachelor's degree in computer information systems or a related field
• 3-5 years of experience in help desk support
• Experience managing conference rooms and A/V equipment
• Excellent written and spoken communication skills
• Strong ability to prioritize tasks, use resources wisely, and drive process improvement
• Customer-centric attitude with a strong passion for helping others
• Passion for improving education through technology!

The base hourly rate for this full-time position is $28.00 to $33.00 per hour + benefits. Our pay ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire pay for the position. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

ABOUT IXL LEARNING

IXL Learning is the country's largest EdTech company. We reach millions of learners through our diverse range of products. For example:

1. 1 in 4 students in the United States uses IXL.com
2. Rosetta Stone provides an immersive learning experience for 25 languages
3. Wyzant is the nation's largest community of tutors, covering 300+ subjects
4. Teachers Pay Teachers (TPT) is a comprehensive marketplace for millions of educator-created resources

Our mission is to create innovative products that will make a real, positive difference for learners and educators and we're looking for passionate, mission-minded people to join us in achieving this goal. We have a unique culture at IXL that fosters collaboration and the open exchange of ideas. We value our team and treat one another with kindness and respect. We approach our work with passion, tenacity, and authenticity. We find it immensely satisfying to develop products that impact the lives of millions and we are eager to have you join our team.

At IXL, we value diversity in age, race, ethnicity, gender, sexual orientation, physical and mental ability, political and religious beliefs, and life experience, and we are proud to promote a work environment where everyone, from any background, can do their best work. IXL Learning is an equal opportunity employer and does not discriminate against applicants and employees based on any legally protected category.