Help Desk Support Specialist

OPPORTUNITY

The Help Desk Support Specialist’s role is to provide a single point of contact for end users to receive support and maintenance within the organization’s technology environment through Nerd Fone, Green Dot’s IT, Information Systems (IS), and Data Science and Analytics (DSA) help desk. Nerd Fone serves hundreds of Green Dot users each week and seeks to resolve technology challenges the moment they occur in all Green Dot regions.

The Help Desk Support Specialist will work from 7am-4pm M-F, serving in Nerd Fone for the majority of the day. The remainder of the Help Desk Support Specialist’s time will be spent supporting the DSA and IS teams in the areas of data collection, reporting, and application support. A successful Help Desk Support Specialist will be able to learn and master new systems and applications quickly.

The ideal candidate will be a motivated, analytical, detail-oriented individual with technical support experience and a passion for education.

This is a role serving as part of Green Dot’s central office team, primarily based in Los Angeles.

• Provide excellent customer support and timely responses and solutions to all stakeholders in the Green Dot organization.
• Escalate issues and questions to ensure appropriate resolution.
• Serve as a single point of contact for end users to receive support and maintenance within the organization’s technology environment through Nerd Fone, Green Dot’s IT, IS, and Data Science and Analytics (DSA) help desk, from 7am-3pm M-F.
• Collaborate and build strong working relationships with network administrators, network engineers, desktop administrators, application engineers, and DSA analysts to ensure the efficient operation of the organization's many technologies.
• Communicate with school sites, testing services, and other outside vendors.
• Support DSA and IS departments as needed including but not limited to local, state, and federal compliance data collection and reporting.
• Perform additional duties as assigned.

Normal business hours are 7:00am – 4:00pm, Monday-Friday (although these hours may vary and may require occasional evening and weekend work based on organizational needs).

Minimal or no travel required, other than visits to local school sites (as needed).

Develop, maintain, and regularly update support documentation and training materials within the Nerd Fone Library to ensure accuracy and usability.

Assist with manual data uploads and maintain system roles and permissions to support accurate user access and data integrity.

Provide operational support for state and internal testing processes, including system setup, and troubleshooting as needed.

The minimum qualifications for this position are:
Bachelor’s degree preferred 1 year of professional work experience in systems support is preferred Excellent working knowledge of Microsoft applications such as Excel, Word, PowerPoint and others is preferred Must be able to pass a TB test and background check at the time of offer.

In addition, the following standards will generally define the successful candidate:
Advanced knowledge of Google Apps, Google Drive, and other core GSuite products is preferred.

You are able to quickly learn, master, and maintain a variety of web-based applications.

You are adept at asking clarifying questions to ensure understanding.

You possess excellent communication skills, both written and oral, including communicating with senior management.

You have highly effective interpersonal skills and relationship-building skills.

You have strong customer service skills with the ability to deal with problems with calmness and goodwill.

You have strong analytical and problem-solving abilities, with keen attention to detail.

You can maintain strict confidentiality as it relates to student and employee data.

You are self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment and with little supervision.

You have experience working in a team-oriented, collaborative environment.

You are able to adapt to change quickly.

You have a strong desire to make a positive social impact.

You are dependable,…