Part-time Technical Support Analyst

Flexible Location

This position is based in a home office anywhere in the U.S.

WHO WE ARE

TNTP is the nation's preeminent education nonprofit that brings research, policy, and consulting together to meet the needs and aspirations of young people, families, communities, and the nation. We are educators, researchers, and innovators working to ensure every young person has the chance to reach their full potential, every educator and leader is set up for success, and every community has the resources necessary to connect young people to paths of opportunity.  

We work at every level of the PK-12 system, side by side with educators, system leaders, and communities across 41 states and more than 4,000 systems nationwide to reach ambitious goals for student success. Our vision pushes beyond school walls, catalyzing cross-sector collaboration to create pathways for young people to achieve academic, economic, and social mobility. 

Learn more about us, what we do, and working here.

WHAT YOU’LL DO

The Part-time Technical Support Analyst is responsible for providing technical and troubleshooting assistance related to computer hardware and software, mobile devices and other technology tools, platforms and products. The Analyst responds to incoming calls and service and incident tickets from our virtual workforce and assists with technical issues. Issues may involve troubleshooting access, online services, printers, smart phone support, and procuring, configuring, and deploying new hardware to staff, and coordinating hardware repairs.

This position will work closely with other members of the Technology department to diagnose and resolve user problems, questions and inquiries ensuring that procedures are aligned with established organizational policies and enterprise best-practices (ITIL). The Technical Support Analyst must be an experienced, self-motivated individual who is committed to delivering an outstanding customer support experience and should have a strong technical understanding of enterprise hardware, applications and networked systems.  The candidate is also expected to be sensitive to the various needs and abilities of users and should possess excellent problem-solving, communication and interpersonal skills, along with patience and a positive, customer-friendly attitude.

Specifically, you will:

• Provide remote tier 1.5 technical assistance and support to all staff using Microsoft 365, Salesforce, Workday, computers, mobile devices and various other enterprise applications in a timely and accurate fashion. Problem resolution may involve the use of diagnostic and service request tracking tools, as well as remotely accessing end user devices

• Ensure timely completion of Service Desk incident tickets, service requests and maintenance of ticketing queue in alignment with team service level agreement objectives

• Assist with the deployment, provisioning, maintenance, and recycling of hardware and devices including Windows and macOS laptops, Windows 365 Cloud PCs, and iOS devices using Microsoft Intune and other tools.

• Performs regular configuration administration, operating system / application installation and updates, threat scanning analysis to ensure optimum computer workstation performance.

• Assist with maintaining asset tracking system to ensure accurate and updated inventory information on all workstations and equipment.

• Proactively document steps for solutions, how-to's and configuration of software for internal team members.

• Collaborate with other technical staff to ensure efficient operation of TNTP’s cloud computing resources

• Monitor and escalate alerts from various computer systems to appropriate technical and administrative staff

WHAT YOU BRING

We expect our Part-time Technical Support Analyst to: 

• Love technology. You enjoy being at the forefront of new technologies and digging into system development.  

• Be a natural problem-solver. You can quickly identify challenges, analyze the root causes, and propose solutions and tools to help staff. 

• Provide strong support to TNTP staff. You’ll regularly interact with staff, providing high levels of customer service. You can communicate directly, concisely and articulate technical information to any audience. 

• Be willing to step up to the plate. You’re eager to contribute and learn, wi