Support Technician

Learning Without Tears • Full-time • Hybrid in Cabin John, Maryland, United States • $45 - $60 / year • 3w ago

Fast Facts

Join Learning Without Tears as a Support Technician to provide top-notch IT support and help resolve technical issues for educators and children. This role includes maintaining software, hardware, and documentation in a collaborative, inclusive environment.

Responsibilities: Provide daily technical support to end users, troubleshoot issues, maintain the phone system, and assist with ongoing IT projects.

Skills: Strong problem-solving abilities, technical support experience, excellent communication skills, and proficiency in Microsoft software are essential.

Qualifications: High school diploma required; Associate's or Bachelor's degree is preferred along with 1+ year of related IT experience and CompTIA A+ certification.

Location: Cabin John, MD, US

Compensation: $45 - $60 / Annually

About Learning Without Tears (LWT): We are an ever-growing, family-owned company striving to provide the best education products, professional learning, and digital resources for educators and children. Innovation and collaboration fuel us every day. We live our passion of helping children learn and grow.

Join our mission-driven, dynamic team as we embrace change, excellence, creativity, and simplicity to make a difference in educators' and children's lives. LWT believes in diversity, equity & inclusion, and strives to create a culture of community & belonging. Our employees bring a variety of experiences and perspectives that fuel our passion and innovation and drive our mission.

The Support Technician is responsible for providing administrative and technical support Learning Without Tears (LWT) IT operations. The Infrastructure Support Technician interprets computer and system problems, provides technical support, tracks issues and resolutions, uses automated diagnostic programs, and resolves recurrent problems.

What You'll Be Doing:

Provide daily support to end users on all technical issues.
Drive the resolution of technical issues that arise in a timely fashion.
Install and uninstall software/patches.
Rebuild computers and upgrade as needed.
Maintain LWT's phone system, including voicemail boxes, hunt groups, and adds and removes users.
Organize and document current IT environment including software, licensing, and hardware.
Track, measure and report on help desk statistics and performance.
Track and measure employee satisfaction with help desks; make recommendations for improvement.
Create standard "How To" documents for IT tasks.
Monitor ticketing system, phone, or messaging app for user issues.
Assist with ongoing/future IT projects.
Maintain a neat and organized working environment.

Your Experience & Qualifications:

High school diploma or equivalent required, Associates, BA or BS degree preferred.
1+ year related experience in technical support or IT operations.
CompTIA A+ or equivalent certification preferred.
Strong verbal and written communication skills.
Good organizational skills with the ability to handle multiple projects at once while completing quality work on a timely basis.
Comfort working with sensitive & confidential information; solid ethics and judgment.
Ability to work both independently (with direction) and with a team.
Strong interpersonal skills in dealing with coworkers.
Strong problem-solving capabilities with focus on customer service.
Functional knowledge of Microsoft software to include Windows 10, MacOS and Windows Server Operating Systems.
Experience with Microsoft Office 365.
Strong service orientation.
Excellent attention to detail.
At times, ability to move, bend, stoop, crawl, kneel and stand; Ability to use arms and hands to feel, grip, move, hold and manipulate objects, tools, controls and equipment.
Ability to lift up to 45 lbs.
Ability to work a flexible schedule including nights and weekends.

Why Learning Without Tears:

Check out even more reasons why Learning Without Tears is a great place to work:

Competitive benefits including medical, prescription, dental, vision, short and long-term disability, life insurance, paid family leave, pet insurance, standing desks, flexible scheduling, and more!
Fun happens with company picnics, health and wellness fairs, Turkey Fry, Yankee swap, pizza and happy hour Fridays, milestone and birthday celebrations, and other surprises!

Apply now at https://www.lwtears.com/join-our-team

Learning Without Tears is an Equal Opportunity and Affirmative Action Employer.

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