A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
IXL Learning, developer of personalized learning products used by millions of people globally, is seeking a Help Desk Associate to join our growing team. In this role, you'll provide timely and professional technical support to our IXL'ers in our San Mateo, CA office. Your enthusiasm, problem-solving skills, and dedication to customer service will help us maintain smooth operations and ensure our team can work efficiently and effectively. This is a full-time position in our San Mateo, CA, headquarters office. The work schedule for this role is Monday-Friday in the office.
WHAT YOU'LL BE DOING
Provide timely, professional, and effective technical assistance to our employees Deploy, maintain, troubleshoot, and support software, hardware, and operating systems on macOS, Windows, and Linux platforms Efficiently research and resolve support tickets involving hardware, software, and malware Assist in administering Google Workspace, Vonage phone system, Entra ID, and other key office-wide systems Develop and maintain clear documentation for processes, training, and internal resources
WHAT WE'RE LOOKING FOR
Bachelor's degree required Some experience in a customer-facing role in a corporate setting is preferred Strong written and oral communication skills Exceptional critical thinking, research, and problem-solving skills Ability to prioritize tasks and work efficiently Customer-centric attitude with a strong passion for helping others Detail-oriented and exceptionally organized Passion for improving education through technology! The base hourly rate for this full-time position is $25.00 to $28.00 per hour + benefits. Our pay ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire pay for the position. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.
ABOUT IXL LEARNING IXL
Learning is the country's largest EdTech company. We reach millions of learners through our diverse range of products.
For example:
1 in 4 students in the United States uses IXL.com Rosetta Stone provides an immersive learning experience for 25 languages Wyzant is the nation's largest community of tutors, covering 300+ subjects Teachers Pay Teachers (TPT) is a comprehensive marketplace for millions of educator-created resources Our mission is to create innovative products that will make a real, positive difference for learners and educators and we're looking for passionate, mission-minded people to join us in achieving this goal. We have a unique culture at IXL that fosters collaboration and the open exchange of ideas. We value our team and treat one another with kindness and respect. We approach our work with passion, tenacity, and authenticity. We find it immensely satisfying to develop products that impact the lives of millions and we are eager to have you join our team. At IXL, we value diversity in age, race, ethnicity, gender, sexual orientation, physical and mental ability, political and religious beliefs, and life experience, and we are proud to promote a work environment where everyone, from any background, can do their best work. IXL Learning is an equal opportunity employer and does not discriminate against applicants and employees based on any legally protected category.
