Help Desk Support Specialist

Green Dot Public Schools California•Los Angeles, CA

1d•Hybrid

About The Position

The Help Desk Support Specialist’s role is to provide a single point of contact for end users to receive support and maintenance within the organization’s technology environment through NerdFone, Green Dot’s IT, Information Systems (IS), and Data Science and Analytics (DSA) help desk. NerdFone serves hundreds of Green Dot users each week and seeks to resolve technology challenges the moment they occur in all Green Dot regions. The Help Desk Support Specialist will work from 7am-4pm M-F, serving in NerdFone for the majority of the day. The remainder of the Help Desk Support Specialist’s time will be spent supporting the DSA and IS teams in the areas of data collection, reporting, and application support. A successful Help Desk Support Specialist will be able to learn and master new systems and applications quickly. The ideal candidate will be a motivated, analytical, detail-oriented individual with technical support experience and a passion for education. This is a role serving as part of Green Dot’s central office team, primarily based in Los Angeles.

Requirements

Bachelor’s degree preferred
1 year of professional work experience in systems support is preferred
Excellent working knowledge of Microsoft applications such as Excel, Word, PowerPoint and others is preferred
Must be able to pass a TB test and background check at the time of offer.
Advanced knowledge of Google Apps, Google Drive, and other core GSuite products is preferred.
Able to quickly learn, master, and maintain a variety of web-based applications.
Adept at asking clarifying questions to ensure understanding.
Excellent communication skills, both written and oral, including communicating with senior management.
Highly effective interpersonal skills and relationship-building skills.
Strong customer service skills with the ability to deal with problems with calmness and goodwill.
Strong analytical and problem-solving abilities, with keen attention to detail.
Ability to maintain strict confidentiality as it relates to student and employee data.
Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment and with little supervision.
Experience working in a team-oriented, collaborative environment.
Ability to adapt to change quickly.
Strong desire to make a positive social impact
Dependable, have a sense of humor and a rock-solid commitment to Green Dot’s mission and the communities we serve

Responsibilities

Provide excellent customer support and timely responses and solutions to all stakeholders in the Green Dot organization.
Escalate issues and questions to ensure appropriate resolution.
Serve as a single point of contact for end users to receive support and maintenance within the organization’s technology environment through NerdFone, Green Dot’s IT, IS, and Data Science and Analytics (DSA) help desk, from 7am-3pm M-F.
Collaborate and build strong working relationships with network administrators, network engineers, desktop administrators, application engineers, and DSA analysts to ensure the efficient operation of the organization's many technologies.
Communicate with school sites, testing services, and other outside vendors.
Support DSA and IS departments as needed including but not limited to local, state, and federal compliance data collection and reporting.
Perform additional duties as assigned.
Develop, maintain, and regularly update support documentation and training materials within the NerdFone Library to ensure accuracy and usability.
Assist with manual data uploads and maintain system roles and permissions to support accurate user access and data integrity.
Provide operational support for state and internal testing processes, including system setup, and troubleshooting as needed.

Benefits

PPO, EPO and HMO choices for medical, dental and vision coverage - including a 100% employee-only paid option
Employee Assistance Program (100% employer-paid)
Life and AD&D Insurance (100% employer-paid)
Optional Term Life & AD&D Insurance
Short- and Long-Term Disability Insurance (100% employer-paid)
Flexible Spending Accounts (health and dependent care)
Monthly parking for Central Office-based employees (100% employer-paid)
Optional California Parking Cash-Out program for Central Office-based employees
Wellness programs and resources
Financial planning/coaching access
Optional non-matching 401(k) plan
Potential for remote work opportunities (occasional or recurring)
Potential for annual performance-based compensation increases
Potential for annual bonuses
Potential for stipend work opportunities
Approved family care and/or medical leave (unpaid)
15 days of paid time off during years 1-3 of service (20 days during years 4-6 and 25 days beyond 6 years of service)
An additional 15 days (minimum) of paid time off each year for our Winter and Spring breaks (which include the Christmas and New Year’s holidays)
An additional 10 annual paid holidays (MLK Day, President’s Day, Farm Workers Day, Memorial Day, Juneteenth, July 4th, Labor Day and Veteran’s Day, Thanksgiving Day and Day after Thanksgiving)
3-5 days of paid bereavement leave (if needed)