Technical Support Specialist
About Us
iDesign partners with colleges and universities to build, grow and support online and blended programs. iDesign offers a collaborative and customized approach to developing online courses and degrees while providing deep expertise in transitioning and scaling newly created and established programs for the online space.
We are passionate about helping faculty harness the potential of emerging technologies to design courses and degrees that make an impact, whether they are fully online, flipped, blended, adaptive, or competency-based. From statewide university systems to private colleges, our custom solutions pair instructional design with technologies to create engaging learning designs.
iDesign is currently looking for qualified Technical Support Specialists to join our IT team. This is a part-time, hourly, 1099 contract position. 15 or more hours per week of daytime and weekday availability needed, CST / EST preferred.
Are you that person?
What You'll Do
As a Technical Support Specialist, you will work with internal and external stakeholders who use our organization’s technology platforms. You will specialize in OneLogin, Google Workspace, Zoom, and Slack and will be responsible for ensuring our users have a positive experience, troubleshooting and resolving technical issues and providing training and guidance to end-users.
If you are a highly motivated individual who is passionate about technology and providing exceptional customer service, we encourage you to apply for this exciting opportunity.
The successful candidate will work remotely on a contract basis. iDesign recognizes that a quality workforce is paramount to our success. We provide professional development and internal advancement opportunities.
You will:
- Provide technical support to end-users via phone, email, and remote support tools
- Troubleshoot and resolve technical issues related to iDesign’s enterprise technologies
- Provide training and guidance to end-users on how to use these platforms effectively
- Escalate technical issues to the appropriate team member if necessary
- Collaborate with other team members to ensure timely resolution of technical issues
- Maintain accurate records of all customer interactions in our help desk ticketing system
- Create documentation and guides for our knowledge base, including explainer videos
- Maintain knowledge base documentation
- Keep up-to-date with the latest technologies and tools
What You Need to Get the Job Done
- Bachelor’s degree in a technology related field such as Information Technology, Network Administration or equivalent experience in a technical support or similar role
- In-depth knowledge of OneLogin or similar SSO solution, Google Workspace, Zoom, and Slack
- Familiarity with Windows and Mac OS operating systems
- Excellent communication and interpersonal skills
- Ability to multitask and prioritize tasks effectively
- Strong problem-solving skills and attention to detail
- Strong interpersonal skills and a history of positive results achieved collaboratively
What Will Make Us REALLY Love You
- CompTIA ITF+/ A+ Certification or equivalent
- Experience with other cloud-based platforms, such as Microsoft Office 365, Canvas LMS, or Hubspot
- Knowledge of networking concepts, including but not limited to Small Home Networks, SOHO, TCP/IP and WIFI
- Working knowledge of HTML5, CSS, JavaScript, APIs and/or webhooks
- Experience working in a fully remote and fast-paced environment
- Strong organizational skills, excellent follow-through, and exceptional attention to detail.
- Excellent oral/written communication and presentation skills.
iDesign is an equal opportunity employer. We are committed to building an inclusive environment in which everyone is a valued member. At iDesign, all hiring decisions are based on business needs, job requirements, and individual qualifications. We seek applicants of diverse backgrounds and hire without regard to race, color, religion, sexual orientation, national origin, or any other characteristic protected by law.
This position is not open to applicants residing in or otherwise based in the State of California.