Desktop Support Associate

Desktop Support Associate

Cognella, Inc. is immediately seeking an exceptional individual to fill a Desktop Support Associate role on our technology team. In this position, you will provide IT help desk support on a wide variety of computer and technical issues company wide. You must be comfortable with troubleshooting common computer hardware and software issues, able to research complex issues, develop and articulate steps/processes, and be able provide support comfortably, patiently over Zoom (possibly in-person or hybrid as well in future, but fully remote work setup at the time of this posting). You work well in a fast-paced, team-oriented environment and will dig in to do everything it takes accomplish a task with a positive mindset. Entry-level candidates with minimal experience will be considered for a junior-level position with room to grow and are also encouraged to apply. This position reports directly to our Director of IT Operations.

RESPONSIBILITIES:

• Provide frontline support for up to 100 teammates company wide.
• Identify, research, and resolve a wide variety of technical problems.
• Monitor our internal IT Support Portal to ensure support requests are handled in timely manner.
• Provide remote support over Zoom (possibly walk-up/hybrid in future) for all employees.
• Provide new hire onboarding support with new equipment, apps, access, etc.
• iPhone, iPad, mobile device setup and support.
• Provide administrative support for various applications and tools.
• Provide 2nd tier technical support for external customers (rare) as needed.
• Workstation setups (mixed but primarily laptops), machine imaging, backup/restore processes.
• Printer/Scanner, Docking Station, Webcam setup and support.
• Maintain documentation of desktop support processes via our internal wiki.
• Recording short video tutorials and hosting occasional lunch ‘n’ learns may
• Quality Assurance and general application testing for development projects.

QUALIFICATIONS:

• Positive attitude a must.
• Excellent technical problem-solving skills and fast learner.
• Passionate about helping people and exceptional attention to detail; excellent communication, organizational, time management, and analytical skills.
• 1 years into a technical college degree, or equivalent work experience.
• 2 years of troubleshooting Windows 10 (primary) and/or Mac OSX.
• Expert: Windows, MS Office/Google Docs, Zoom/Slack; experience with Adobe a plus
• Desirable: Box, LastPass, Jira, Kaseya, Active Directory, Windows Server 2012/2016 .
• Bonus: Scripting experience, familiarity with AWS/Azure, LAMP stack, Linux shell, etc.

REPORTS TO: Director of IT Operations

STATUS: Full-Time, Non-Exempt

START DATE: Immediate

LOCATION: All Cognella employees are currently working remotely. We plan to return to our office in the Sorrento Valley area of San Diego, California, when it’s safe to do so, but permanently remote applicants will be considered. Relocation assistance is not available for this position.

COMPENSATION: Competitive salary and benefits package (health, vision, dental, generous vacation, holiday, and sick time, and 401K matching plan).

TO APPLY: For consideration, please submit a résumé using subject line Desktop Support Associate, and include a quick, genuine message about why this position sounds like a great fit for you and what qualities you are looking for in an employer.

All submissions will be held in confidence.

ABOUT COGNELLA:

Cognella® is redefining academic publishing by creating teacher-driven, student-centric higher education course materials in print and digital formats under three imprints: Cognella® Academic Publishing, Cognella® Custom, and Cognella® Active Learning. Cognella also publishes engaging nonfiction titles featuring modern perspectives as Cognella® Press. Learn more at www.cognella.com.

Cognella was recently awarded a 2021 Top Workplaces designation by the San Diego Union-Tribune (the 5th consecutive year). We’re proud to offer Cognella team members a work environment that fosters collaboration, innovation, and the opportunity to contribute significantly toward the goals of the company.

Cognella, Inc. is an Equal Employment Opportunity (EEO) employer.

Recruiters, please do not contact this job post.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: One location