IT Helpdesk Support Associate
About Panorama:
Panorama is a fast-growing national technology company focused on radically improving education. More than 1,500 school systems serving 15 million students across all 50 states have adopted our platform to understand students’ academic and social-emotional strengths and to identify those in need of additional support. School systems turn to our suite of tools to ensure that every child gets the support they need, including school climate and social-emotional learning surveys, tiered intervention planning, and professional development.
Panoramians can choose to work fully remote anywhere within the Continental United States, in-person from our Boston/San Francisco offices, or a hybrid option.
This role works from our Boston Office 3 days per week, and flex 2 days!About the Role:
As part of the IT Team, you will work with our outsourced IT partners to support Panorama Education’s technology devices and software, As Panorama rapidly grows, more complex information and data requirements will come your way. You'll approach each ticket with positive energy, a collaborative mindset, and go above and beyond to make sure everyone feels supported. As a proactive person, your efficient work excels at improving processes and workflows. As the go-to tech support person, you’ll develop meaningful partnerships with people from all departments, and be a valued team member of a mission-driven technology company at an exciting time in its history. If you are ready to jump in, we are a friendly, hard-working team that takes pride in helping our colleagues to be as effective as possible.
Responsibilities:
- Provide first-line technical support for geographically dispersed & in-office employees
- Support cloud-based platforms such as GSuite, Zoom, Slack, Meraki, Cloudlock, and more
- Prioritize, address, and resolve employee support tickets and walk-ups through completion
- Setup, Configure, Diagnose & Repair devices (MacBook, Conference Room A/V, Printers, and Computer Accessories)
- Develop and update materials for and co-lead technology training sessions for new and existing employees
- Scale IT onboarding and offboarding processes
- Assist in internal assessments, implementations, tech checks & deployments
- Contribute to our internal knowledge base to meet department goals and provide continued training/support for teachers & staff
- Support technology for departmental and company meetings as needed
Our Ideal Candidate Has
- Bachelor’s Degree in Computer Science or related field, or
- 2+ years experience supporting IT services and contributing to technology-driven business processes
- MacOS & Cloud-based technologies & services experience (GSuite, Slack, Office365, VoIP, Zoom, etc)
- Knowledge of troubleshooting standards, hardware replacement, office equipment, and conference A/V equipment
- Self-motivated; driven, cares about the quality, presentation, and delivery of the work
- Ability to make decisions, shift priorities and manage time to meet changing and evolving needs
- Flexible, dependable, and consistent; proactively follows up and provides updates
- Strong problem-solving skills and ability to adapt & develop new technical skills as technology changes
Panorama excitedly hosts two in-person "all team meetings" a year. All Panoramians attend and travel/hotels are provided. (Paused due to Covid)
Panorama Education is dedicated to building a diverse and inclusive company because we serve students, educators and families from tremendously diverse backgrounds and identities across the country; we’ve seen how our product and impact are strengthened the more we reflect that diversity. In addition, we have found (and we believe the research) that diverse teams are higher-performing, and we embrace the varied perspectives that our team members share with each other. As such, we are an Equal Opportunity Employer. Panorama also has a policy on maintaining a drug-free workplace.