Technical Support Specialist - Full-time

At Sylvan, we are building academic confidence, igniting intellectual curiosity, and inspiring the love of learning. We believe education is everything. A child’s future depends on a solid education and a love of learning. We teach our students how to learn, so they build confidence and develop the skills needed to achieve success in school and beyond.

We are currently looking for a Technical Support Specialist. 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 Technical Support Specialist, your duties and responsibilities will include:

• Assisting all Sylvan Learning Centers with Sylvan business software and network support. This includes providing telephone, chat and email support, maintaining details in the ticket tracking system and effectively escalating issues when necessary.
• Acquiring and maintaining current knowledge of proprietary products, websites, hardware, services, and support policies in order to provide technically accurate solutions to customers;
• Providing accurate and creative solutions to customer problems to ensure customer productivity and satisfaction.
• Analyzing, researching, resolving, and responding to all support requests in a timely and professional manner.
• Participating 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.
• Other duties as assigned

We Require:

• 2 years technical help desk work experience with extensive technical training
• Networking experience (2 years ), configuring firewalls, printers and other related hardware.
• 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.
• Working knowledge of hardware configuration/setup.
• Experience troubleshooting PCs, Microsoft Operating Systems (8 and 10)
• 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
• Experience supporting a wide range of desktop hardware.
• Ability to communicate clearly and effectively with peer group.
• Ability to quickly recognize, document and escalate issues.
• Ability to work evening shift and weekend hours
• Must demonstrate a high-level of accommodation and flexibility to work in a fast-paced environment of constant change; able to perform well under pressure and deadlines
• The ideal candidate will be well organized and confident to work independently but also a strong team player
• Demonstrated ability to effectively communicate with all levels of the organization
• Desire to consistently grow and develop your career
• This position is in an office setting that requires minimal physical abilities. The ability to lift a PC or monitor may be required.

Highly Desired:

• 4 Year Degree in Computer Science/Information or related field
• CompTIA A and Network certifications
• Web application troubleshooting experience, utilizing tools such as Chrome Developer Tools and Fiddler.
• Experience troubleshooting Microsoft 365 web applications such as Dynamics 365

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! At Sylvan, you can expect:

• Competitive market-pay based compensation; and
• Great location in beautiful Hunt Valley [OR, Flexible work environment with ability to work remotely from home]; and
• Fun company culture with employee engagement activities that empower team members and reward 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, and improving the lives of thousands of families every day, then apply today and don’t let this opportunity pass you by!

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