IT Help Desk Agent

We care, for the children and families we serve, and our dedicated team members. You are our best asset. Feel valued and get access to the benefits and resources you need to connect, balance, grow, and thrive in your career.

  • We support your work/life balance with a minimum 50% child care discount, immediate (or next-day) access to earnings, paid time off, and more.
  • We invest in your future with ongoing training, tuition reimbursement, credential assistance, and our unique Master Teacher Program.
  • We strive to provide a positive, fun environment with plenty of recognition.

The IT Help Desk Agent will provide first and second level support for all software, hardware, and telecom issues for the schools and Support Central; serving as the primary technical point of contact. 

 

Essential Functions:

  • Maintain availability to provide first and service level support on all enterprise systems platforms; including but not limited to phone and ticket support.
  • Investigate appropriate areas of potential problem and determine resolution; test and implement solutions.
  • Evaluate areas to improve team efficiency by ensuring call and ticket procedures are being followed; collaborate with technical coordinators on team ticket status to ensure timely resolutions.
  • Accurately log all calls and requests into the Help Desk system either opening a new ticket or updating an existing ticket immediately upon ending the call.
  • Update customers and tickets daily and resolve tickets as per the SLA guidelines of the ticket.
  • Ability to determine ticket priority based on standard operating procedure or input from the management
  • Maintain confidentiality with regard to the information being processed, stored, or accessed by the end-users on the network.
  • Assist with ticket processing, escalated calls, and VIP support.

 

Minimum Job Qualifications:

  • High School Diploma or equivalent required.
  • At least 1 year of multi-tiered support experience preferred.

 

Other Skills and Abilities Qualifications:

  • Excellent customer service skills with both internal and external customers.
  • Capable of working with frequent interruptions and changing priorities.
  • Effective communication skills, written, verbal and interpersonal.
  • Proficient time management, organizational skills, and ability to meet established deadlines.
  • Familiar with all Microsoft Office applications and Windows environment.
  • Basic to intermediate PC and peripheral hardware troubleshooting skills
  • Comfortability performing troubleshooting on local area and wireless network.
  • Familiarity with telecom related environments.

 

Learning Care Group is an equal opportunity employer and will not discriminate against an employee or applicant based on race, color, religion, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status or any other protected status under federal, state, or local law.