IT Support Specialist

| Greater Boston Area

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

Requirements:

  • 4+ years providing IT Support in a professional environment
  • 3+ years supporting macOS, Windows, iOS, and Android endpoints in an Enterprise environment
  • 2+ years in supporting users with endpoints in Active Directory, JAMF Pro, SCCM, MDM, or similar technologies
  • 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.

Desired:

  • 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.
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Location

edX is located right off the MIT campus in the Kendall Square neighborhood of Cambridge, MA

An Insider's view of edX

What projects are you most excited about?

My work focuses on enabling course teams at partner institutions to create high-quality learning experiences on edX.org. 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

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.

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
401(K)
We have a pension plan too!
401(K) Matching
5% match
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Generous PTO
Perks & Discounts
Casual Dress
Commuter Benefits
Free Daily Meals
Happy Hours
Professional Development Benefits
Tuition Reimbursement
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