JOB DESCRIPTION

Finalsite is the preferred website, communications, and marketing platform of more than 8,000 schools worldwide. The company’s people, products and services transform how schools connect and engage with their community, recruit students and staff, and fundraise; while managing the complex requirements around data privacy, accessibility, hosting and security. Finalsite products and services include award-winning website designs, a robust content management system, a powerful enrollment management system, innovative inbound marketing tools, data integration, training, support and marketing consulting. With a 96% retention rate year-over-year, Finalsite is the choice of over 700 NAIS member schools and 1000+ school districts in the U.S., and international schools and universities in over 115 countries around the world. The company is headquartered in Glastonbury, CT with offices in Austin, TX and Columbus, OH, U.S.A., as well as in the U.K. For more information, please visit www.finalsite.com.

MISSION

Finalsite’s mission is to help schools prepare students to be successful and make the world a better place.

VISION

Finalsite will transform the way school communities engage with their schools.

SUMMARY OF THE ROLE

As a member of the IT Support team, you will be ensuring a smooth end-user technology experience. This role will be receiving, prioritizing, documenting and actively resolving end-user requests/incidents independently and with other IT personnel’s assistance as needed.

LOCATION

100% Remote - Anywhere within the US. Ability to work EST hours.

RESPONSIBILITIES

• Research, resolve, and respond to inquiries/tickets in a timely manner in accordance with organizational standards
• Diagnose and troubleshoot end-user computing problems including analyzing the problem, identifying the appropriate resources, testing proposed fixes and following up to ensure the problem has been resolved
• Follow all Standard Operating Procedures and Knowledge Base Articles
• Track issues via ticketing system, ensure all tickets are well documented.
• Training end-users in new or existing systems, while promotion self-service and automation of IT Requests
• Performs computer hardware and software installations
• Escalates problems and issues to the correct group as needed
• Maintains IT related equipment inventory

QUALIFICATIONS AND SKILLS

• Minimum 2 years of IT support-related work experience
• Knowledge and understanding of industry standard computing concepts, practices, and procedures
• Strong knowledge of Windows and Mac operating systems, computers and mobile devices in a remote and onsite environment
• Solid time management skills including work planning, prioritization, and organization with an ability to multitask
• Ability to act independently and make decisions within scope of the position’s responsibilities
• Ability to think strategically and analytically to troubleshoot and resolve issues quickly and/or provide successful alternative methods until a permanent resolution can be found.

Link to All Staff Competencies and Mental and Physical Requirements

RESIDENCY REQUIREMENT

Finalsite offers 100% fully remote employment opportunities, however, these opportunities are limited to permanent residents of the United States. Current residency, as well as continued residency, within the United States is required to obtain (and retain) employment with Finalsite.

DISCLOSURES

Finalsite is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. EEO is the Law. If you have a disability or special need that requires accommodation, please contact Finalsite's People Operations Team. Finalsite is committed to the full inclusion of all qualified individuals. As part of this commitment, Finalsite will ensure that persons with disabilities or special needs are provided a reasonable accommodation.