IT Helpdesk Associate

  • Coursera
  • Mountain View, CA, USA
  • Nov 09, 2020
[Information Technology]

Job Description

Coursera is a leading online learning platform for higher education, where 71 million learners from around the world come to learn skills of the future. More than 200 of the world's top universities and industry educators partner with Coursera to offer courses, Specializations, certificates, and degree programs. Thousands of companies trust the company's enterprise platform Coursera for Business to transform their talent. Coursera for Government equips government employees and citizens with in-demand skills to build a competitive workforce. Coursera for Campus empowers any university to offer high-quality, job-relevant online education to students, alumni, faculty, and staff. Coursera is backed by leading investors that include Kleiner Perkins, New Enterprise Associates, Learn Capital, and SEEK Group.Coursera is looking for capable, motivated IT Support Associates to assist our IT team and to support the best technical working environment we can offer Coursera staff. We run a fast-paced, but casual office, in a supportive atmosphere.Our brand new Associate program gives you the opportunity to gain practical experience using skills you learned during the Google IT Support Professional Certification from our world class IT staff here at Coursera over a 12 month period!Learners who have completed the Google IT Professional Certification from Coursera will have the opportunity to gain valuable skills via hands-on work, on the job training, intensive learning & development opportunities, and dedicated coaching and mentorship from a fantastic team! Highlights:*Job training: get invaluable hands-on experience working side by side and learning from top tier professionals *140+ hours dedicated to learning: ranging from Coursera courses, virtual training, and more to promote skill development and strong integration to your team*Internal support network: Dedicated mentorship will be available to advise all apprentices with facets of the role ranging from technical guidance to understanding the business and much more*Growth: Clear expectations will be shared when you first join, regular feedback from your manager on how you're doing and how you can continue to grow*Activities: Lunch & learns, team building, fireside chats, and more!*Flexibility: ability to determine where you work (refer to the "location of role" section of specific program plan)After completing the 12-month program, apprentices will have the opportunity to stay on at Coursera full-time with an immense opportunity for upward mobility the ability to continue your learning journey!Responsibilities:Provide 1st level IT support to 800+ worldwide users in our primarily Mac-based environment, with issues coming in via ServiceNow support tickets, Slack, email and walk-upsDaily duties can include receiving, prioritizing, documenting, routing, scheduling, and resolving internal IT support requests as well as hardware and software procurement, receiving and asset management tasks.Provide 1st level intake, triage and dispatch for our 6 person Service Desk team, working independently under general supervision; Assist with AV/IT in-house event supportMaintain inventory records and documentation for equipmentSchedule and complete internal moves with adds or changes to equipment (computer hardware, cables)Set expectations and provide exceptional customer service with Coursera SLA guidelines.Requirements:Completion of the Google IT Professional CertificateCustomer-focused, insatiable desire to learn new technologies and to share that knowledge with end usersAdaptable in an ambiguous and dynamically changing environmentAbility to set expectations and provide exceptional customer service within established SLA'sStrong sense of urgency, ability to complete duties quickly and efficientlyImpeccable attention to detailProficiency in English and excellent communication skillsDistinctive ability to juggle multiple tasks at once and stay organizedAbility to quickly learn new concepts and software as necessaryIf this opportunity interests you, review these resources from Coursera to get you prepared:Google IT CertificationJob Search ResourcesCoursera is an Equal Employment Opportunity Employer and considers all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, age, marital status, national origin, protected veteran status, disability, or any other legally protected class.If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please contact us at . Please review our CCPA Applicant Notice here.
Associated topics: desk, edi, excel, help desk, information technology help desk, information technology support, msword, support, technical support, technical support specialist