[Hiring] Help Desk Specialist @Stellar Virtual

Role Description

As a Help Desk Specialist, this exempt position plays a critical role in maintaining Stellar Virtual's technical operational efficiency. Moving beyond routine user support, the Help Desk Specialist is responsible for independently managing complex technical escalations, analyzing system performance, and implementing robust IT solutions for students, parents, and staff.

• Independently evaluate, prioritize, and resolve complex Tier 2 technical support escalations utilizing the Stellar Virtual IT ticketing system.
• Exercise independent judgment to diagnose non-routine system anomalies, develop custom workarounds, and implement permanent technical solutions for end-users.
• Analyze recurring technical issues to identify systemic infrastructure problems and recommend, design, or implement process improvements and system updates.
• Manage user access, authentication, and security protocols within Stellar Virtual platforms (including the LMS and Student Information System), ensuring strict adherence to data privacy regulations.
• Design, maintain, and publish advanced technical documentation, standard operating procedures (SOPs), and training materials for staff and Tier 1 support personnel.
• Serve as the primary technical liaison for major Stellar Virtual initiatives, ensuring smooth platform integrations, secure user enrollments, and seamless system migrations.
• Collaborate with vendors, software engineers, and IT leadership to evaluate new educational technologies and advise on their implementation.
• Lead technical training sessions for staff to ensure optimal utilization of enterprise hardware and software.

Qualifications

• At least three years of experience in IT help desk, technical support, or systems administration, preferably within a school or educational technology setting.
• Demonstrated ability to exercise independent judgment and discretion in resolving complex, non-routine technical issues.
• Advanced proficiency in troubleshooting Windows, macOS, Chrome OS, Google Workspace for Education, and enterprise Learning Management Systems (LMS).
• Strong analytical skills to interpret technical data, identify trends, and engineer systemic IT solutions.
• Deep understanding of IT service management frameworks, ticketing systems (e.g., Zendesk, Jira, ServiceNow), and remote administration tools.
• Exceptional problem-solving, conflict resolution, and technical translation abilities (explaining complex IT concepts to non-technical users).
• Self-directed operational mindset with the ability to manage multifaceted IT projects independently.
• Access to a private, reliable, and secure high-speed internet connection with a minimum of 25 Mbps download and 10 Mbps upload speeds.

Requirements

• A minimum of a high school diploma or equivalent (GED) is required.
• A bachelor's degree in a relevant field is strongly preferred. Significant experience and proven ability in a related position or industry will substitute for a four-year degree.

Benefits

• Competitive vacation and paid time off plans.
• Comprehensive medical (HMO, HDHP, and PPO), dental, and vision plans with varying coverage for employees and their families, with options available in all states, including a high-deductible health plan (HDHP) option.
• 401(k) retirement plan (pre- and post-tax options) with matching contribution up to 3% after one year of employment.
• Additional supplemental disability, life, critical illness, hospital indemnity, accident, legal aid, and ID theft protection plans.
• Flexible Spending Account (FSA) or Health Savings Account (HSA).
• Two paid closure weeks each year (weeks of July 4 and December 25).
• 11 Company-paid Holidays.