About WestEd

As a community of over 1,300 researchers, practitioners, consultants, and administrative professionals from all backgrounds and life experiences, we are committed to making a qualitative difference in the lives of youth, children, and adults. We conduct and apply research, develop evidence-based solutions, and provide consulting services across the country in both rural and urban communities to improve equitable outcomes for individuals from infancy through adulthood. Serving as trusted partners in the areas of education, health, and justice, our teams enhance capacity within communities and school districts to prioritize impact — asking the right questions, customizing methodologies, developing relevant tools, and implementing best practices specific to a diverse range of stakeholder needs.

Furthering diversity, equity, and inclusion is core to who we are and how we work. We are committed to working with our clients to illuminate and address disparities, value and elevate diverse voices, and ensure equitable access to our resources and services. Read more about WestEd’s Commitment to Diversity, Equity, and Inclusion. Come and join us!

SPECIAL NOTICE REGARDING THE WORK LOCATION OF THIS POSITION—Although WestEd provides the option of working at one of its facilities for employees, many roles allow employees to choose to work remotely for their own convenience. The decision to allow remote work at the employee's convenience is based on the requirements of the position or project in question. 

Based in Seal Beach, CA Office (Onsite at least 4 days/ week)

Content Area or Department Brief Description:

IT Support Center Technicians are the initial tier of WestEd's Support Center team, primarily offering technological assistance to the WestEd community via phone, email, and remote support tools. The Support Center staff consistently focuses on customers, developing and showcasing proficiency in our service mindset and core support competencies. This position plays a unique role in providing intake for both requests and incidences from WestEd staff, addressing tickets by properly documenting and prioritizing each one.

The ideal candidate will be customer service-oriented and possess an interest in educational technology, law, privacy, and security. They will support both our internal and external efforts to assist public agencies and WestEd's mission.

Responsibilities:

• This role is 100% onsite in our Seal Beach office, working from 8 AM to 5 PM PST.
• Monitor incoming service channels and ticketing system, responding to customer requests promptly.
• Perform Asset Management related functions in the Seal Beach office including device tagging, provisioning, shipping, and receiving.
• Ensure compliance with department procedures, including but not limited to security, escalations, and reporting requirements.
• Accurately record customer issues and requests in the TeamDynamix ticketing system; maintain and update support documentation to facilitate information sharing within the team.
• Offer support for incoming requests and direct them to appropriate program or department staff.
• Oversee and support the use of onsite conference room equipment.
• Proven ability to independently organize and coordinate workload within tight deadlines and shifting priorities.
• Review existing processes, policies, knowledge assets, and services for improvement opportunities, and collaborate with management and senior peers to implement necessary changes.
• Occasionally required to work outside of normal business hours.
• Work with extended IT team to effectively catalogue and communicate IT fundamentals, guides, and changes to all WestEd staff.

Qualifications:

• Experience providing customer service in a technology, education, and/or non-profit organization.
• Experience working with an automated ticketing system.
• Experience with informational media including, but not limited to, knowledge base articles, instructional videos, written guides, and other kinds of tutorials.
• Ability to handle high-priority, fast paced environments in a timely, accurate manner.
• Perform multiple tasks simultaneously, including handling interruptions, with limited supervision or oversight.
• Demonstrated success in collaborating with people to establish goals, objectives, and change management plans.
• Must be able to individually lift and move computer equipment up to 50 pounds and periodically up to 100 pounds with the assistance of others.

Preferences:

• Experience working in a managed enterprise technology environment.
• Experience with web/Zoom/Neat conferencing technology.
• Experience with operational procedures related to IT.
• Experience with remote support tools, such as TeamViewer and ManageEngine.
• Positive, curious, and continuous learner.
• Excellent oral communication and interpersonal skills with a strong dedication to customer service.

*Note: Visa sponsorship is not available for this position. Successful candidates must be authorized to work in the United States.

WestEd conducts a criminal background check and education verification for all new hires. Any offers of employment will be contingent on receiving a clear background check in accordance with applicable law.

SALARY: $24-$30/hour DOE