**IT Technical Support**
at Varsity Tutors
Remote (Costa Rica)
**Description**
**About Nerdy**
**Qualifications**
- English fluency
- A bachelor's degree in computer science, computer engineering or related technical field experience
- 1-3 years of relevant experience in a technical and remote customer-focused helpdesk position
- In-depth knowledge of computer hardware, software, and networks
- Extensive experience working with different operating systems including Mac OS and Windows
- Proficient with Google Workspace and Microsoft Office Suite
- Time management skills and the ability to establish reasonable and attainable deadlines for resolution
- Ability to prioritize and manage several milestones and projects efficiently
- Experience in documenting processes and monitoring performance metrics
- Exceptional interpersonal and communication skills
- Understanding of the following frameworks would be an asset (ITIL and NIST)
- Experience with Jira or other ticket management software
**Responsibilities**
- Processing internal customer requests via Slack and tickets covering onboarding, offboarding, access requests, troubleshooting, configuration, and others for all employees.
- Installing and configuring new technology as it relates to employee productivity
- understanding the issue and its cause
- solving the problem
- explaining the problem to the staff member
- translating technical information where appropriate
- Writing reports on the status of all software in the company
- Creating easy to follow "how-to" documentation
- Setting up access for new employees and assisting in all account-related issues
- Deprovisioning access for separated employees
- Addressing privacy related requests related to data deletion
- Help maintain/draft documentation where needed
- Collaborate with all members of the Varsity Tutors' team through team meetings, peer to peer guidance and feedback
- Consulting with management and or other departments as required
- Participate in on-call rotation for technical emergencies
**Varsity Tutors Leadership Principles**
Relentless Focus on Customers
- Comfort with Ambiguity
- Ownership
- Simplify
- Intellectual Curiosity
- Build Teams
- Think Big
- Insist on High Standards
- Bias for Action
- Build Trust
- Go Deep
- Have Conviction
- Deliver Results
- Are Right, a Lot
**Benefits**
- Competitive Salary
- Remote Position
- Free Learning Membership for you and your household (1-1 tutoring hours, unlimited use of on-demand services, and access to our online classes)
- Once-in-a-lifetime opportunity to help transform how the world learns!
- Fun, collaborative, and team-oriented work environment with plenty of training and a feedback-rich culture
- Varsity Tutors is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status._
