Part-time Technical Support Analyst

About TNTP

TNTP is the nation's preeminent education nonprofit that brings research, policy, and consulting together to meet the needs and aspirations of young people, families, communities, and the nation. We are educators, researchers, and innovators working to ensure every young person has the chance to reach their full potential, every educator and leader is set up for success, and every community has the resources necessary to connect young people to paths of opportunity.

We work at every level of the PK-12 system, side by side with educators, system leaders, and communities across 41 states and more than 4,000 systems nationwide to reach ambitious goals for student success. Our vision pushes beyond school walls, catalyzing cross-sector collaboration to create pathways for young people to achieve academic, economic, and social mobility.

What You’ll Do as a Part-time Technical Support Analyst

The Part-time Technical Support Analyst is responsible for providing technical and troubleshooting assistance related to computer hardware and software, mobile devices and other technology tools, platforms and products. The Analyst responds to incoming calls and service and incident tickets from our virtual workforce and assists with technical issues. Issues may involve troubleshooting access, online services, printers, smart phone support, and procuring, configuring, and deploying new hardware to staff, and coordinating hardware repairs.

This position will work closely with other members of the Technology department to diagnose and resolve user problems, questions and inquiries ensuring that procedures are aligned with established organizational policies and enterprise best-practices (ITIL). The Part-time Technical Support Analyst must be an experienced, self-motivated individual who is committed to delivering an outstanding customer support experience and should have a strong technical understanding of enterprise hardware, applications and networked systems. The candidate is also expected to be sensitive to the various needs and abilities of users and should possess excellent problem-solving, communication and interpersonal skills, along with patience and a positive, customer-friendly attitude.

Specifically, You Will

• Provide remote tier 1.5 technical assistance and support to all staff using Microsoft 365, Salesforce, Workday, computers, mobile devices and various other enterprise applications in a timely and accurate fashion. Problem resolution may involve the use of diagnostic and service request tracking tools, as well as remotely accessing end user devices.
• Ensure timely completion of Service Desk incident tickets, service requests and maintenance of ticketing queue in alignment with team service level agreement objectives.
• Assist with the deployment, provisioning, maintenance, and recycling of hardware and devices including Windows and macOS laptops, Windows 365 Cloud PCs, and iOS devices using Microsoft Intune and other tools.
• Performs regular configuration administration, operating system / application installation and updates, threat scanning analysis to ensure optimum computer workstation performance.
• Assist with maintaining asset tracking system to ensure accurate and updated inventory information on all workstations and equipment.
• Proactively document steps for solutions, how-to's and configuration of software for internal team members.
• Collaborate with other technical staff to ensure efficient operation of TNTP’s cloud computing resources.
• Monitor and escalate alerts from various computer systems to appropriate technical and administrative staff.

What You Bring

• Love technology: You enjoy being at the forefront of new technologies and digging into system development.
• Be a natural problem-solver: You can quickly identify challenges, analyze the root causes, and propose solutions and tools to help staff.
• Provide strong support to TNTP staff: You’ll regularly interact with staff, providing high levels of customer service. You can communicate directly, concisely and articulate technical information to any audience.
• Be willing to step up to the plate: You’re eager to contribute and learn, willing to provide solutions before we even know there are issues. You make and contribute to ongoing process improvements.
• Build relationships: You’ll regularly partner with the broader Operations team on Technology. You can connect and build relationships with a diverse group of staff. Bilingual abilities are a plus.

Qualifications

• Bachelor’s degree in Business, Technology, or related field (or equivalent experience).
• 3+ years' experience in enterprise networked systems support exhibiting excellent troubleshooting skills and ability to respond to and utilize remote tools to address and resolve issues.
• One of the following certifications (or higher) preferred: HDI, MCSE, CCNA, MCP, A+, ITIL Foundations.
• Hands on experience using and managing ticketing platforms such as Remedy, ServiceNow, HEAT, or similar tools.
• Critical thinking, problem solving, attention to detail and organizational skills.
• Expert computer hardware break-fix skills.
• In depth troubleshooting skills with Microsoft products, including Microsoft 365 (SharePoint, OneDrive, Teams, Outlook Word, Excel, etc.).
• Hands-on experience with Windows 11.
• Knowledge and experience with Active Directory and/or Azure AD.
• Experience with Microsoft Intune preferred but not required.
• Familiarity with usage and configuration of iOS smartphone devices.
• Experience responding to and utilizing remote tools to address and resolve issues.
• Ability to prioritize and manage multiple responsibilities simultaneously.
• Strong communication skills with ability to facilitate discussion, resolve problems, and understand the needs and desires of the customer.
• Flexibility and comfort with ambiguity.
• Ability to productively work from home with a high degree of accountability.

What We Offer

The hourly range for this position is $28.21 to $42.31 and is in alignment with experience, qualifications, and our commitment to equity in compensation. TNTP offers a motivated team of dynamic colleagues, a collegial atmosphere that values professional development and valuable feedback, and the chance to impact the direction of a growing, mission-driven company that is committed to the success of our nation’s children. We also offer an inclusive environment where staff are encouraged to bring their whole selves to work each day.

Key skills/competency

• Technical Support
• Troubleshooting
• Microsoft 365
• Hardware/Software Support
• Ticketing Systems
• Remote Assistance
• Active Directory
• ITIL
• System Configuration
• Customer Service