IT Support Analyst

Annual Salary Rate: $52,000 - $65,000

About C2 Education

C2 Education is the premier enrichment provider in the $25 billion tutoring industry. For over twenty years, the company has helped over 100,000 students improve test scores and GPA and gain admission to their dream colleges. C2’s unique approach combines individualized instruction, customized proprietary curriculum and dedicated education experts to create a personalized roadmap that enables students to master their specific tests and subjects. We serve more than 14,000 elementary, middle and high school students each week through our 130 locations and online platform. Our customized programs and expert teams drive exceptional results for students. In 2019, C2 students received over 6,000 dream college acceptances and over $45 million in scholarship offers.

POSITION OVERVIEW

The IT Support Analyst will most importantly provide exceptional customer service to C2 Education’s users. As an IT support analyst, you will engage with users to determine the nature of the problem, diagnose hardware or software issues, provide effective assistance, and build and maintain strong relationships. You may also be required to provide some level of basic training to users on proper application/system use.
To ensure success as an IT support analyst, you should have in-depth knowledge of business software and hardware systems, excellent troubleshooting skills, and high-level interpersonal skills. Ultimately, a top-class IT support analyst resolves all IT issues quickly and effectively while maintaining a good relationship with C2 Education users, students, and parents.

This position works primarily remotely with limited travel. The position may be required to work extended hours, including evenings, weekends, and holidays at certain points throughout the year. This position may also be required to travel and work on site at various C2 Education locations as needed.

Responsibilities:

• Provide all Tier 1 and Tier 2 level support to internal users experiencing hardware, software, networking, server, and other technology-related issues
• Work collaboratively with the other IT Support team members to share knowledge and solve issues
• Receive, evaluate, and prioritize incidents submitted via the ticket portal, email, and phone
• Actively investigate incidents and guide users through diagnostic procedures to identify and resolve the issue.
• Accurately document incidents, work performed, and steps taken to resolve the incident utilizing an ITIL based ITSM system
• Create and maintain knowledge base articles to aid in future resolution of issues
• Support of all end-user systems and applications including email and desktop application configuration, and all other functions pertaining to end-user systems.
• Asset Management
• Train and assist users on an as needed basis with software and hardware inquiries.
• Perform day-to-day IT functions including but not limited to adding users, establish access privileges, configure email accounts, build PCs and laptops, setup and deploy mobile devices, install, and support printers, and monitor/tune desktop equipment.
• Work in conjunction with the IT team, 3rd party vendors/services, and C2 management to ensure optimum performance of desktops, laptops, applications, and other technology systems.
• Embrace an ever-changing environment while simultaneously balancing multiple projects; able to switch priorities and focus as needed
• Ability to work both independently and within a team-oriented environment
• Strong organizational skills with attention to detail
• Other duties as required by the business

Position Schedule:

Monday - Thursday 12 p.m. - 9:00 p.m.

Saturday 9:00 a.m. - 6:00 p.m.

Benefits:

In addition to the generous compensation, this role offers full-time benefits, including:

• Competitive medical, vision, and dental plans.
• All benefits are subject to applicable plan documents and policies.
• 401(k) plus a dollar for dollar match up to 4% contribution after six months of employment.
• Flexible Time Off (FTO). You are eligible for FTO upon your first day of employment.
• Free Short-term disability, Long-term disability, Basic Life and AD&D coverage.
• Employee discounts through PerkSpot.
• Employer referral program.
• Discounted tutoring hours.

Qualifications and Preferred Skills:

• Must be authorized to work in the US and able to pass a background check
• 3 years of experience and a recent track record of success in a similar role
• Basic networking concepts
• Basic cybersecurity best practices understanding
• Expertise in Microsoft technologies such as Office 365 (SharePoint, Exchange, Azure AD), Active Directory, Intune
• Desired industry leading certifications include but are not limited to ITIL Foundations, A , Network , Security , MCDST, MCSE, CCENT

The information contained herein is not intended to be an all-inclusive list of the priorities, skills and abilities required to do the job. C2 Education provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, C2 Education complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has operations. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall,transfer, leaves of absence, compensation, and training.

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