Offer summary

Qualifications:

High school diploma or equivalent; a minimum of 1 year of related experience., Knowledge of web technologies such as HTML, CSS, and JavaScript., Strong troubleshooting skills for software and hardware issues., Excellent communication skills to explain technical concepts to non-technical users..

Key responsibilities:

Provide email and phone support for all users of the learning platforms.

Assist users with login issues, password resets, and navigation problems.

Troubleshoot and resolve technical issues related to coursework access and submission.

Document and maintain records of reported issues and resolutions in the help desk system.

Job description

Starting Pay Range

$23.00 - $26.00 - Hourly

Depending on experience

Job Description:

With an emphasis serving schools with diverse and low-socioeconomic student populations and non-traditional learning environments, Skyrocket leadership has over a century’s worth of combined experience leading schools and operational support teams. Skyrocket’s niche expertise is in the intersection between academic and administrative performance.

Are you a Customer Service Driven professional who can support leaders, students and staff?

Do you have experience providing training and implementation support of applications in a professional manner?

The Helpdesk Technician will be an integral part of providing excellent service and technical guidance for the Curriculum team and to all users of the learning apps curriculum teams platforms.

This role will primarily be from the home office AND required 20 days per year for company and professional development events in person in Pasadena, CA.

Hours: Monday - Friday 8am - 5pm - Pacific Standard Time

Essential Functions include, but are not limited to the following:*

Provide email and phone support for all LYLA users.
Assist users with login issues, password resets, and navigation.
Troubleshoot and resolve technical issues related to accessing assignments, submitting work, grading, and reviewing coursework.
Investigate and resolve complex technical issues.
Document and maintain records of reported issues and their resolutions in the help desk ticketing system.
Conduct periodic checks of system performance and functionality, identifying and addressing any potential issues proactively.

Knowledge, Skills and Abilities Required:

Strong technical troubleshooting skills with the ability to diagnose and resolve software and hardware issues.
Excellent communication skills, both verbal and written, with the ability to effectively explain technical concepts to non-technical users.
Knowledge of web technologies such as HTML, CSS, and JavaScript.
Basic understanding of database concepts.
Ability to work independently and collaboratively in a fast-paced environment, prioritizing tasks effectively to meet deadlines.
Strong customer service orientation with a focus on providing prompt and courteous assistance to users.
Adaptability and willingness to learn new technologies and processes as required.
Ability to exercise reasonable judgment without direct supervision.
Previous experience with help desk software (e.g. Zendesk, JIRA, etc.) is an asset.
Ability to work closely with a software development team to ensure that bugs and features are prioritized and worked on.
Ability to identify trends across time and raise issues that may affect a broad spectrum of users.

Education and Experience:

High school diploma, or its equivalent, and/or minimum 1-year related experience.
BS in Computer Science or related field preferred.
Previous help desk experience preferred.

*The specific statements shown in each section of this description are not intended to be all inclusive. They describe the general nature and level of work being performed and/or represent typical elements and criteria considered necessary to successfully perform the job. The Company retains the discretion to add to or change the duties of the position at any time.

Required profile