Help Desk (Tier 1-Overnight)

Sylvan Learning is currently looking for an overnight Tier 1 Technical Support Representative (hours will be Wednesday-Saturday from 12:00 am-10:30 am). This position is primarily responsible for providing advanced remote operational and technical support
to Sylvan Learning Centers in a Help Desk environment. Outstanding customer service skills and an action oriented approach to work are required. Previous technical support experience is required.

As a successful Tier 1 Technical Support Representative you will:

• Assist all Sylvan Learning Centers with Sylvan business software and network support. This includes providing telephone support, maintaining details in the ticket tracking system and effectively escalating issues when necessary.

• Acquire and maintain current knowledge of proprietary products, websites, hardware, services, and support policies in order to provide technically accurate solutions to customers;

• Provide accurate and creative solutions to customer problems to ensure customer productivity and satisfaction.

• Analyze, research, resolve, and respond to all support requests in a timely and professional manner.

• Participate in team projects that enhance the quality or efficiency of the Help Desk.

• Additional duties and responsibilities are required to meet Sylvan’s changing business requirements and commitment to continuous improvement.

• Ability to provide a positive customer experience with outstanding customer service skills.

• Excellent oral communication skills and the ability to write in a clear, concise manner.

• A high degree of technical aptitude, allowing the candidate to approach and solve problems with previously unfamiliar hardware and software.

• Ability to rapidly determine complexity and severity of problems, resolving less complex and more severe problems immediately.

• Strong understanding of Microsoft OS technologies and a working knowledge of hardware configuration/setup. A basic understanding of data communications facilities is desirable.

• Experience troubleshooting PCs, Microsoft Operating Systems (XP, Vista, Server 2003), and various PC applications.

• Ability to interact effectively with staff, management and customers in a team environment.

• Ability to manage multiple open issues and projects in a timely and detailed fashion.

• Accurate and thorough documentation skills are essential.

• Experience supporting a wide range of desktop hardware.

• Experience supporting off the shelf and custom built applications.

• Ability to communicate clearly and effectively with peer group.

• Ability to quickly recognize and escalate issues.

• Ability to quickly document and add to the existing knowledgebase

• Ability to work overnight shift and weekend hours.

EDUCATION AND EXPERIENCE REQUIREMENTS:

• 4 Year Degree in Computer Science/Information or related field or equivalent work experience and/or technical training.

• Networking experience (2 years+), configuring firewalls, printers and other related hardware. Server/Client configuration is a plus.

• Experience supporting small office networks (A PLUS).

• Experience working with various cable or DSL modems and routers (A PLUS).

• Must dress and present in a professional manner.

PHYSICAL REQUIREMENTS:

• This position is in an office setting that requires minimal physical abilities. The ability to lift a PC or monitor may be required. Some infrequent travel may be required.

• NOTE: The above statements are intended to describe the general nature and level of work being performed. They are not an exhaustive list of all responsibilities and duties.

What you get in return:

As a Sylvan team member, you’ll work in a fast-paced environment and make an impact on our business contributing towards the success of our company!

Our total rewards package includes:

• Competitive market-pay based compensation.

• Comprehensive benefits plans to include, medical, dental & vision plans for full time employees and a generous PTO package

• Tuition reimbursement eligibility

• 401(k) plan with discretionary match

• Great location in beautiful Hunt Valley

• Fun Company Culture, with monthly employee engagement activities, that empowers team members and rewards outstanding performance

• Additionally, through on-the-job training and learning opportunities, you can develop your career at Sylvan and succeed with us in future roles!

If you want to be a part of an inspired organization that believes in fostering knowledge and confidence in children, improving the lives of thousands of families every day – apply today, and don’t let this opportunity pass you by!

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