IT Support Specialist I

Job Overview:

Coursera’s IT Department is responsible for the Corporate tools and technology that are required for the company to operate efficiently and effectively. We are a growing team that plays an integral role in the company’s ability to perform its day-to-day tasks. While supporting an ever-growing number of users with top-tier tools and applications, our IT team is always aiming to achieve the highest goals and produce the best experience possible for our end users.

Coursera is looking for a motivated IT Support Specialist to help support our growing team and ensure our staff has the optimal technical working environment. This is an internal support position which requires versatility, attention to detail, a strong sense of urgency and troubleshooting skills. In this role, you will be the front-facing contact to manage IT requests ranging from break/fix issues, SaaS administration, asset management, hardware deployment, user onboarding & offboarding, and some IT project participation. As part of a small IT team, you'll wear lots of hats and gain plenty of valuable experience.

The role provides an opportunity to enhance your IT skills by providing first-line support to Courserians with their IT service requirements and needs.  The role also allows for the successful candidate to further identify their IT path and align their career aspirations with the different IT fields, from basic computer fundamentals to server administration, application support, and other technology opportunities.

Responsibilities:

• Responsible for Global IT Support for 1500+ systems (95% Mac and 5% Windows & VDI), experience with end-user support by responding to client queries, solving technical problems including client software, hardware and network system problems.

• Daily duties can include receiving, prioritizing, documenting, routing, scheduling, help with general IT support, deep troubleshooting, documentation as well as A/V needs, project management and resolving any and all internal IT support requests.

• Conduct New Hire training, including orientation on company IT platforms and tool familiarity, troubleshooting, and configuration assistance.

• Provide technical assistance  to level II team members and act as a liaison with the Systems and Network Administration team(s).

• Manage hardware in relation to the hardware asset lifecycle and provide support in SaaS asset management such as auditing, access retrieval, etc.

• Create and maintain knowledge content to promote self-service support and provide feedback and recommendations to improve processes, productivity, and quality of service.

Basic Qualifications:

• 2+ years of IT or Desktop Support / System Administration with a demonstrated history of providing exceptional customer service.

• Extensive experience with configuring & troubleshooting Mac OS & Windows 10 and higher. 

• Experience with various IT tools and SaaS applications: Google Suite, JAMF, Zoom, ServiceNow, Virus Scan, Microsoft Office, Slack, Okta

• Demonstrated ability to communicate ideas to technical and non-technical audiences in both written and verbal formats.

• Inquisitive attitude and a desire to learn new things.

Preferred Qualifications:

• Experience with systems/network skills, experience with JAMF and/or Workspace One, ServiceNow, Global Protect, and Okta.

• Experience in providing training or documenting training guides for non-technical users

If this opportunity interests you, you might like these courses on Coursera:

• Service Desk Analyst: Jobs, Courses, Salaries, and Career Paths - https://www.coursera.org/articles/service-desk-analyst

• Google IT Support Professional Certificate - https://www.coursera.org/professional-certificates/google-it-support

• Bachelor of Information Technology from Illinois State - https://www.coursera.org/degrees/bach-information-technology-illinois-tech

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