Higher Ground Education is bringing on an IT Support Specialist to support staff at our rapidly growing network of schools and our Central Team users that support these schools. We plan to open ~50 new schools annually and grow even faster after that. This role will mainly focus on providing Level 1 support for incoming trouble tickets and escalating to Level 2 and 3 for more complex tickets. As a member of the IT Department, the role reports to the Senior IT Services Manager, but will work closely with other internal IT staff. Additional IT projects may also be assigned as time permits. This role will be based in the Pacific time zone and is entirely remote. You must reside in the Pacific time zone to be considered for this position.

We are looking for an individual with a highly technical background who is inherently a problem solver, enjoys helping others, and can manage a multitude of tickets. Above all we need someone with excellent communication skills and a sense of urgency to get things done as quickly and efficiently as possible. This role is for you if you thrive in a fast-paced environment and enjoy collaborating with team members and customers.

Salary range is $55,000 - $65,000 per year, DOE. The final salary will be determined based on the candidate's qualifications, experience, and skills.

Responsibilities

The IT Support Specialist will play an integral part in IT operations. You will have the key role of being the first person our users interact with. We emphasize quick response, resolution times, and professional and courteous interaction with our users. Most issues come in via a trouble ticket through our ticketing system. The nature of these tickets is wide-ranging and can include troubleshooting laptop or software issues, providing printer support, mobile device support, or account and login issues. Key responsibilities are as follows:

• Respond to, record, track, and close Levels 1 and 2 support tickets through our Freshservice ticketing system.
• Identify and escalate issues to level 3 support.
• Software and hardware deployment, inventory, and configuration.
• Provide end-user support for SaaS applications (e.g. Adobe applications, Zoom, Jive, Office, etc.).
• Partner with the other IT team members to provide support and enforce IT policies.
• Deliver excellent customer service to all end-users with ownership and follow-through.
• Assist with other IT projects as needed.
• Perform other duties as directed by management.
• Maintain and enhance data and endpoint security measures in alignment with industry standards, ensuring their up-to-date implementation.

Skills

We’d love to talk to you if you have…

• 3+ years relevant work experience in a Level 1 Helpdesk environment.
• Strong knowledge of Microsoft products (Windows operating systems, Office suite, etc).
• Strong troubleshooting skills with endpoint security, printers, and mobile devices.
• Prior experience with an ITSM ticketing system.
• Prior experience in a Microsoft domain environment, particularly Entra ID.
• Excellent written and verbal communication skills.
• A self-starter mentality that thrives in a fast-paced environment.
• A passion for education and customer service.

About us
At Higher Ground Education, we're driven by a deep desire to bring about widespread change in education today. Since our founding over 7 years ago, we have over 150 beautiful schools across the U.S. serving students from birth through high school. Now we’re virtual and going global. We offer:

• Fully remote work
• A competitive salary
• Health, dental, and vision insurance
• Paid time off and paid holidays
• 100% tuition discount for two children at any school within our network
• A network of supportive peers and mentors who regularly share best practices
• Career growth and promotion opportunities