It Support Specialist

IT Support Specialist

Pay Rate: $30/hr. - $35/hr.

248 3rd St Ste 319, Oakland, California

***PART TIME POSITION****

- 3 day onsite position, 9am - 5pm with the potential to extend.

1. White-glove support is a must. You will be helping end users troubleshoot live as they're walking up to the IT bar and asking questions

2. 100% MAC ENVIRONMENT, so we need to have that

3. Familiarity with OKTA and Zendesk, as the company's tools and processes can be overwhelming for new hires

4. Patience, flexibility, and willingness to learn, as the company does not have standardized operating procedures in place

5. Ability to communicate clearly and provide support to non-technical teacher advisors, some of whom are remote

6. Has had VIP White Glove help desk experience

Description

The company is a nonprofit organization based in Oakland, California, dedicated to rethinking and transforming high school education in the United States. Founded in 2015 by Laurene Powell Jobs and Russlynn Ali, the institute aims to make high schools more innovative and rigorous, ensuring that every student is prepared for college, career, and life12. Company Institute’s flagship initiative, company: The Super School Project, launched a national movement to redesign American high schools. This project included a $50 million competition to fund the creation of new, innovative high schools. The institute also provides free tools and resources to educators, communities, and policymakers to help disrupt outdated educational systems and make learning more relevant and engaging.

The organization is supported by the Emerson Collective, an advocacy group founded by Laurene Powell Jobs, and collaborates with various schools, districts, and states to advance its mission.

• Provide on-site IT support and troubleshooting for a Mac-based environment with around 150-175 users
• Assist with tasks such as printer management, new system setup, and providing white-glove service to employees
• Leverage Zendesk ticketing system to respond to and resolve IT-related issues, with the expectation of finding a solution by the end of the day
• Collaborate with the IT Manager (Jess) and leverage the company's C tech team for support on tasks that cannot be handled independently
• Familiarity with OKTA and Zendesk is preferred, as the company's tools and processes can be complex for new hires
• Strong communication skills to provide support to non-technical users, including remote employees
• Willingness to learn and adapt to the company's unique setup and processes
• Flexible schedule to accommodate last-minute requests and changes

Additional Skills & Qualifications

- OS Environment: We primarily operate in a MacBook environment.

- Identity Provider (IdP): We use OKTA for identity management.

- Mobile Device Management (MDM): JAMF is our tool of choice for managing devices.

- Outlook for email, but use google drive and sheets

- Two-Factor Authentication (2FA): We use OKTA Verify for enhanced security.

- Ticketing System: Our support operations run through Zendesk.

- Email: We use Outlook

- Video Conferencing: We use Zoom for meetings and collaboration.

- Internal/External Chat: Slack is our primary communication platform.

- SaaS Applications: We also rely on a variety of other SaaS applications to support our workflow and services.