The Midtown Group is urgently seeking local recent grads with Computer Science or other technology related bachelor's degrees and some technical support experience for long term Junior System Support Analyst / Tech Support II roles with a prestigious EdTech organization that has a brand-new office in Arlington, VA.
We've worked with the hiring organization for over twelve years and our candidates that work there consistently rave about the training they receive, love the organization’s commitment to technology and education, and seem to always greatly appreciate the professional experience they gain by being selected for these types of projects.
College graduates with IT related degrees and one to four years of experience, or at least a few applicable internships, are encouraged to send resumes along ASAP. We have at least six positions to fulfill. Interviews will begin between 1/17/25 and the target start date is set for of 2/10/25 and the assignments are expected to last 12 months or more.
Junior System Support / Tech Support II job description
The hired candidates will be responsible for understanding the technical underpinnings and functionality of the online testing software. Based on that understanding, the candidates should be able to provide Tier 2 support to the various users (teachers and school administrators) of our client's proprietary systems, including the users in the field. The candidates should be able to track and prioritize the different requests that are sent by the users and escalate it to the different team members.
Essential Job Functions:
1. Provide tier 2 contact and problem resolution for all system requests escalated by the Tier 1 Help Desk team in an accurate and timely manner.
2. Ability to quickly ramp up and understand the technical functionality, processes, and underpinnings of the applications.
3. Ability to support PC and peripheral installation and troubleshooting on Macs, Linux and Windows machines; problem/incident recording, and problem resolution/escalation.
4. Provide accurate and timely logging of issues and resolutions in the ticketing system.
5. If escalated by the Tier 1 Help Desk team, ability to interact with external users to obtain and convey concise problem information in a professional manner by phone, email, and in person.
Required Qualifications:
1. Bachelor’s degree in computer science, or related field.
2. 1-4 years of experience in software helpdesk/customer support.
3. Excellent communication skills to understand user issues and communicate issue resolutions.
4. High attention to detail.
5. Excellent time management.
6. Quick aptitude for learning new software.
Preferred Qualifications:
1. Ability to work independently, learn quickly and accomplish tasks under limited supervision.
2. Highly motivated to achieve client satisfaction with timely, high-quality services.
3. Self-starter and motivator with a strong sense of accountability.
4. The intellectual capacity to interpret, analyze and troubleshoot technical problems.
These roles are 100% remote but require all candidates to be within 15 miles or so of the office in Arlington, VA. for possible meet ups and training. Also, all selected contractors must be flexible to observe at least a few different shifts:
1st shift start times:
7 a.m. to 3:30 p.m. EDT, 8 a.m. to 4:30 p.m. EDT, 9 a.m. to 5:30 p.m. EDT, 10 a.m. to 6:30 p.m. EDT.
2nd shift start times:
11 to 7 p.m. EDT, 12 p.m. to 8 p.m., and 1:30 p.m. to 9:30 p.m. EDT
Compensation and Duration:
Competitive, will depend on experience, and is usually around the $28 to $32 or so per hour range. Assignments are expected to last 12 months, perhaps longer, and some candidates will be considered for full time jobs, as they become available.