Help Desk Associate

Achievement Network (ANet) • Full-time • Remote (Hybrid in Boston, Massachusetts, United States) • $21 - $31 / hour • 2d ago

Fast Facts

Join Achievement Network (ANet) as a Help Desk Associate, where you will support educational leaders and partners in utilizing ANet's resources effectively.

Responsibilities: Provide support to school partners via phone, email, and chat, troubleshoot product issues, gather and document partner feedback, and assist with functional testing and training.

Skills: Strong communication skills, ability to troubleshoot technical issues, effective written and oral communication, critical thinking, and data orientation.

Qualifications: Experience in an educational setting is preferred; candidates should bring empathy and understanding of partner needs.

Location: Flexible within the United States

Compensation: $21 - $31 / Hourly

Help Desk Associate

Location: Flexible within the United States

Position is available: Immediately

ABOUT ANET

Achievement Network (ANet) is a nonprofit organization dedicated to helping all students achieve strong educational outcomes. We partner with school and system leaders to strengthen teaching and learning through the strategic use of assessments, coaching, and tools that drive meaningful results. Individuals who join ANet become part of a dynamic, mission-driven, and collaborative organization focused on making a lasting impact in schools. We are committed to supporting one another and growing together as a team.

THE OPPORTUNITY

Reporting to the Help Desk Supervisor, the Help Desk Associate will support internal staff, school leaders, teachers, and districts to fully leverage ANet’s products and services and to ensure our partners have access to high quality resources that drive strong instructional practice.

The Help Desk Associate will build their expertise of ANet’s products and their application in a variety of contexts and apply this knowledge to provide best-in-class support by phone, email, chat, and through pre-made resources to support logistical and technical questions from our school partners. In addition to providing direct support to partners, Help Desk Associates ensure the best possible products by executing functional testing. The Help Desk Associate will work closely with members of our Insights and Operations, and Quality Assurance teams.

TRAVEL

Up to 2 or more times per year

WHAT YOU’LL DO

Ensure our school partners have a strong back-to-school and in-year experience by providing in-the-moment support

Be an expert in our online platforms and provide strong communication to support school partners via phone, email, and chat
Troubleshoot issues that arise including identifying causes and resolutions or alternative paths for leveraging products
Accurately gather and document information about issues and questions that partners are raising
Understand the unique needs of partners and adjust support and recommendations as needed
Escalate technical issues and challenges to internal collaborators when necessary
Support with partner training on assessment administration logistics and product knowledge

Ensures the reliability of our products for our partners by supporting functional testing

Test software programs; compare specifications to documentation
Identify, analyze and document defects, questionable functions, and errors
Recommend product improvements or revisions to Product Managers and Engineering team
Translate testing experience to resources to support the experience of school leaders and teachers

COMPETENCIES

In order to be successful in this role, candidates must demonstrate the following:

Planning and Prioritization:
Ability to organize complex work into tasks and anticipate obstacles
Track record of managing projects and people toward deadlines
Communication:
Uses effective written and oral communication with internal staff, teams, and community served; demonstrates empathy and listening
Write clearly and with minimal spelling and grammatical errors and tailor your written communication to make it appropriate to your audience
Demonstrate active listening skills and the ability to approach conversations with curiosity and value for the perspective of all stakeholders.
Critical Thinking and Data Orientation:
Consistently identifies, gathers, and applies relevant information to your work
Interpret information and provide well-reasoned, logical analysis free from basic errors.
Bring an orientation toward seeking and using data and information to guide your work

Ideal candidates may also demonstrate the following preferred qualifications:

Expertise in Area of Focus
You bring prior experience in an education setting and can apply that knowledge to provide support that demonstrates empathy for our school partners.

BENEFITS & COMPENSATION

We offer comprehensive benefits to best support our people. Benefits include: medical, dental and vision insurance where ANet pays a portion of the cost of these benefits for employees and their families/domestic partner; generous paid time-off including 10 paid holidays and paid days off between the Christmas and New Year’s holidays; paid parental leave; educational expenses reimbursements; flexible spending accounts; professional development; a 401(k) plan with a 4% match; short and long-term disability coverage; and basic life and personal accident insurance.

The salary range for this position is between $21.42- $31.62. New hires will start between the range minimum and midpoint $21.42- $26.24 based on qualifications assessed during the hiring process, past experience, and internal equity. In order to uphold our commitment to transparent, equitable, competitive, and sustainable compensation, ANet does not negotiate pay.

APPLY

We are now accepting applications for this position through April 17, 2026 Please submit your application online. Learn more about the application process here.

Internal Candidates: If interested, please notify your manager of your interest and submit your application on ANet’s Career page.

ANet is committed to maximizing the diversity of our organization. We are an equal opportunity employer and encourage individuals of all ethnic and racial backgrounds and gender identities to apply to our positions.

Applicants must be currently authorized to work in the United States on a full-time basis.

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