IT Support Specialist (US Shift)

Launched in 2012 by two Stanford professors, Andrew Ng and Daphne Koller, Coursera is now one of the largest online learning platforms in the world, with 168 million registered learners. Our mission is to provide universal access to world-class learning. We partner with over 350 leading university and industry partners to offer a broad catalog of content and credentials, including courses, Specializations and Professional Certificates degrees. Institutions around the world use Coursera to upskill and reskill their employees, citizens, and students in fields such as GenAI, data science, technology, and business. Coursera is a Delaware public benefit corporation and a B Corp.

Join us in our mission to create a world where anyone, anywhere can transform their life through access to education. We're seeking talented individuals who share our passion and drive to revolutionize the way the world learns.

At Coursera, we are committed to building a globally diverse team and are thrilled to extend employment opportunities to individuals in any country where we have a legal entity. We require candidates to possess eligible working rights and have a compatible timezone overlap with their team to facilitate seamless collaboration. 

Coursera has a commitment to enabling flexibility and workspace choices for employees. Our interviews and onboarding are entirely virtual, providing a smooth and efficient experience for our candidates. As an employee, we enable you to select your main way of working, whether it's from home, one of our offices or hubs, or a co-working space near you.

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, A/V support (meetings/All hands/events etc) 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. Support the business needs in the office as per the requirement.

• Daily duties can include receiving, prioritizing, documenting, routing, scheduling, help with general IT support, technical troubleshooting, documentation, Audio/Video support, project management and resolving all internal IT support requests related to hardware and software to the role limits.

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

• Provide technical assistance/training  to the 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.
• You need to support operations during Indian holidays covering USA Pacific Time (PT)  business hours. 

Basic Qualifications:

• 4+ years of IT or Desktop Support / System Administration with a demonstrated history of providing exceptional customer service.
• Extensive experience with configuring & troubleshooting Mac OS is a must.
• Extensive experience with configuring & troubleshooting Windows 10 and higher will be an advantage.
• Experience with various IT tools and SaaS applications: Google Suite, JAMF, Zoom, ServiceNow, Virus Scan, Microsoft Office, Slack, Okta etc.
• 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 intermediate systems/network troubleshooting skills,MAC  administration, Workspace One, IT Service management tool like Service Now along with SSO technology is a must.
• Demonstrating training skills for non-technical users.
• Certifications to look out for: CompTIA A+, CompTIA Security+, CompTIA Network+ will be an additional advantage.

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

Note: Typical Working Hours: 8:30 PM to 5:30 AM

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