Corporate Desktop Support Analyst Associate

Overview

Corporate Desktop Support Analyst Associate – Strategic Education, Inc. (SEI)

Join to apply for the Corporate Desktop Support Analyst Associate role at Strategic Education, Inc.

• Provide technical support to SEI users by phone, email, on-site, and remote assistance for production systems; troubleshoot and resolve issues while maintaining case tracking.
• Process a variety of packages for shipping through vendor portals and manage provisioning & deprovisioning of hardware through setup, packing, and processing returns.
• Provide support to SEI users by identifying and resolving issues related to software and hardware via phone, email, and in-person interactions.
• Coordinate issue escalation to other IT teams and communicate progress and resolution.
• Document and manage all support requests with detailed information on reported requests, troubleshooting steps, actions taken, follow-up, and resolution.
• Document and manage SEI assets deployed, swapped, and returned.
• Meet and strive to exceed team service level metrics in productivity, case management, and quality of service.
• Stay apprised of new technology and system updates.
• Complete special projects or other tasks within the agreed-upon timeframe and goals.
• Assist with support and management of on-site hardware and networking.

• Proficiency with case management tools (Salesforce preferred).
• Excellent oral and written communication; strong commitment to high quality service.
• Proven ability to quickly learn new technology.
• Ability to research and solve complex technical issues via phone, email, and online tools.
• Ability to prioritize tasks, stay organized, and adapt to changing priorities.
• Ability to multitask and work through frequent interruptions with professionalism.
• Demonstrated integrity and professionalism.

• Four or more years providing customer service and support for end-user technology.
• Two or more years of experience as a Team Lead or Supervisor is a plus.
• Experience in an educational setting is a plus.
• Experience troubleshooting and diagnosing hardware issues.
• Strong experience with Windows OS, Microsoft Office, and Internet browsers.
• Experience with Mac OS, mobile devices, Chromebook OS, Windows/Mac hardware, Citrix/VPN connections, and security tools is highly preferred.
• Experience with remote management tools is a plus.
• Experience with Active Directory, Citrix Director, and Microsoft Administration is a plus.
• Experience imaging hardware and using software deployment tools is highly preferred.
• Experience with JAMF and SCCM is preferred.

• Two-year degree or higher from an accredited institution (preferred) or equivalent work experience.

• CompTIA A+ certification is highly preferred.
• JAMF certification is highly preferred.

• Must be able to travel up to 20% of the time.
• Must be able to lift 25 lbs.
• Typical office setting; mobility within the office; hybrid office setting with remote and on-site work.
• Travel via plane, car, and metro may be required.
• Must be able to work more than 40 hours per week when business needs warrant.
• Access information using a computer and communicate effectively up and down the management chain.
• Cope effectively with stressful situations; maintain regular, dependable attendance and punctuality.

SEI offers a comprehensive benefits package for employees scheduled 30 hours or more per week, including medical, dental, vision, life and disability plans, well-being incentives, parental leave, paid time off, holidays, tax-advantaged accounts (FSA/HSA), 401(k), Employee Stock Purchase Plan, tuition assistance, and discounts. Non-exempt employees are eligible for overtime where applicable.

SEI is an equal opportunity employer committed to fostering an inclusive and collaborative culture. We welcome applications from all.