IT Support Specialist at edX

| Cambridge
Sorry, this job was removed at 12:49 p.m. (EST) on Tuesday, November 12, 2019
Find out who's hiring in Boston.
See all Operations jobs in Boston
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

IT Support Specialist

Are you ready to join a startup that’s transforming the education landscape? At edX, we provide world-class education to everyone, everywhere, regardless of gender, income, or social status. As a non-profit, edX provides millions of people around the globe with access to education.

EdX offers highly driven, intellectually ambitious individuals an opportunity to work in a dynamic mission-driven organization. edX is seeking an experienced IT Support Specialist who has a passion for providing excellent, customer-focused support; learning and supporting new technologies; training users; writing detailed, accurate, and concise documentation; and analyzing and improving business processes.

You’ll be the primary point of contact for IT support related matters at edX. This will involve in-person, support ticket, and occasional phone based support as needed to keep our company running. You’ll work closely with members of the IT, Business Systems, and DevOps teams to escalate and resolve issues. You’ll build relationships with new hires when you on-board them and support them throughout their tenure at edX. You’ll continually learn new things and provide strategic feedback to IT management about what’s happening on the ground based on end-user needs and support trends.

You will:

  • Serve as the primary person responsible for triaging, solving, and documenting IT support requests for technical and non-technical users
  • Work independently as well as with other internal teams, outsourced teams, and vendors
  • Handle access requests and maintain user accounts
  • On-board new hires
  • Order, provision, arrange for repair, and decommission IT hardware assets
  • Maintain an up-to-date and accurate hardware inventory
  • Administer edX staff endpoints
  • Continually analyze and improve IT Support business processes
  • Plan and run A/V for All Hands Meetings, Webinars, and other events
  • Complete other duties related to the day-to-day operations of an Information Technology team

You are:

  • Highly skilled at problem solving and critical thinking in a technical context
  • Highly organized and detail-oriented
  • Highly skilled at communicating, both written and verbally, with tact and empathy
  • Excited and able to learn and support new technologies quickly
  • Open to taking on new responsibilities as the needs of the organization evolve
  • Continually learning new things and developing your technical and customer service skills


  • 4+ years providing IT Support in a professional environment
  • 3+ years supporting macOS, Windows, iOS, and Android in an Enterprise environment
  • 2+ years in supporting users in Active Directory
  • 2+ years experience with user management and supporting G Suite
  • Experience with supporting video conferencing services and hardware (e.g., Google Meet, Zoom)
  • Experience with ticket management such as JIRA Service Desk
  • Ability to participate in a low-volume, after-hours on-call rotation that will include nights and weekends.


  • Experience in administering endpoints using Active Directory, JAMF Pro, SCCM, MDM, or similar technologies
  • Experience running A/V for large meetings (e.g., Company All Hands, Webinars)
  • Experience automating tasks with Python or Integration as a Service (IaaS) platforms.
Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • DjangoFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases


edX is right near the MIT campus in the Kendall Square neighborhood of Cambridge, MA. There are cafes, bars, restaurants, gyms, and a T stop nearby!

An Insider's view of edX

What’s the vibe like in the office?

Always fun and collaborative. I've never worked at a place where so many co-workers greeted me by name after just my first day.


Sales Development Manager

What projects are you most excited about?

My work focuses on enabling course teams at partner institutions to create high-quality learning experiences on Right now couldn't be a more critical time for this work as we ramp up the amount of Master's degrees we are offering this Fall. I work with faculty, instructional designers, media producers, and project managers.

Ben Piscopo

Learning Designer

How has your career grown since starting at the company?

Working at edX has given me invaluable experience that has allowed me to explore and develop my career. I’ve been able to take on challenges and learning opportunities that have helped me discover the work I’m most passionate about. In my time at edX I’ve grown into a new role and continue to learn more about my work and myself.

Mary Mooshian

Associate Product Marketing Manager

How would you describe the company’s work-life balance?

At edX, getting your work done is very important, but the company also understands that your life and well being outside of work is directly correlated to productivity during work hours. This is clearly communicated across all levels and departments. There is also lots of company wide fun activities that help us get to know our coworkers outside.


Software Engineer I

What are edX Perks + Benefits

edX Benefits Overview

edX employees are eligible for all MIT benefits. Enjoy the benefits of an established benefits program, but still live startup life.

Volunteer in local community
edX volunteers for the Charles River Conservancy for a Cleanup day and is deeply embedded in the local edtech community.
Partners with Nonprofits
edX partners with Year Up and She Geeks Out.
Friends outside of work
Eat lunch together
Intracompany committees
edX has a Sustainability committee, various employee resource groups, and an edX Cares committe involved in giving back to the community.
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
We have a pension plan too!
401(K) Matching
5% match
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Company sponsored family events
edX's summer party is for the whole family!
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Employees receive _40__ hours per year of paid sick leave.
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
edX hosts two company outings per year - in the summer and in the winter. There are department-specific outings throughout the year!
Free Daily Meals
Stocked Kitchen
Happy Hours
We offer employees Paid on-site garage parking.
Recreational Clubs
edX has a running group and a pickup basketball team.
Fitness Subsidies
edX has access to the MIT gym at a great rate!
Professional Development Benefits
Tuition Reimbursement
Diversity Program
Promote from within
Continuing Education stipend
We have a $5,000 tuition reimbursement (per calendar year) through MIT's benefits. Additionally, we have a $200 stipend (per calendar year) for edX courses.

Additional Perks + Benefits

As employees of MIT, we have some of the best benefits around! Free lunch every day (of various catered cuisines) brings people into the cafeteria to enjoy lunch as a group, and opens up edXer's culinary horizons.

More Jobs at edX10 open jobs
All Jobs
Data + Analytics
Dev + Engineer
Project Mgmt
Project Mgmt
Data + Analytics
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView edX's full profileSee more edX jobs