Tech Support Specialist I - Customer-Centric IT Help Desk

KinderCare Education; Beaverton (OR); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

Discounted child care

Medical, dental, and vision

Job summary

KinderCare Learning Companies is seeking a Service Desk Coordinator to be the single point of contact for employees, providing phone, email, chat, and remote desktop support. You will diagnose issues, document cases, and escalate when needed.

You’ll handle hardware, software, account maintenance, and connectivity problems in a fast-paced environment, build a knowledge base, and help drive a positive customer experience with clear, timely updates.

Qualifications

• 1-2 years of technical customer service support via phone and email.
• Experience supporting Windows, Mac OS, laptops, and mobile devices.
• Strong written and verbal English communication.
• Able to document issues clearly and manage multiple tickets.

Responsibilities

• Serve as front line support for NSC and Field staff via phone, ticketing, and email.
• Resolve technical issues with empathy, and provide timely updates to customers.
• Own customer issues from start to resolution and escalate when needed.
• Diagnose issues related to hardware, software, accounts, or connectivity.
• Track and document issues to resolution within agreed time limits.
• Escalate unresolved issues to internal teams (Network, Development).
• Prioritize and manage multiple open issues concurrently.
• Contribute to a knowledge base and promote self-service.

Skills

Excellent communication

Bilingual: English & Spanish

Experience with Windows & Mac OS

Team player

Customer service experience

Education

High school diploma or equivalent

2- or 4-year college degree a plus

Tools

ServiceNow

Microsoft Office

Job description

KinderCare Learning Companies is seeking a Service Desk Coordinator to be the single point of contact for employees, providing phone, email, chat, and remote desktop support. You will diagnose issues, document cases, and escalate when needed.

You’ll handle hardware, software, account maintenance, and connectivity problems in a fast-paced environment, build a knowledge base, and help drive a positive customer experience with clear, timely updates.