IT Helpdesk Analyst I

At 2U, we are all in on purpose. We are motivated by our mission – to eliminate the back row in education – and connected by our shared passion to deliver world-class digital education at scale. As the parent company of edX, the world’s leading online learning platform, 2U powers more than 4,000 online higher education offerings – from free courses to full degrees. Together with more than 230 colleges, universities, and corporate partners, we are helping to unlock human potential.

What We’re Looking For:

We are looking for a highly motivated technical support analyst to assist our internal customers with all IT and technical-related issues. If you are looking to take the next step in your career, this could be the opportunity for you.

Responsibilities Include, But Are Not Limited To:

The IT Helpdesk Analyst is a crucial position at 2U as the first line of support for all 2U employees seeking technical assistance for a wide range of technical support issues. This individual will follow current processes and procedures to support both in-office and remote employees with support requests including hardware, Mac and PC troubleshooting, software troubleshooting, access requests, and other miscellaneous IT requests. Additionally, with a strong desire for constant improvement, this individual will be relied on for making recommendations on how these processes and procedures could be improved. 

• Deliver a positive IT support and customer service experience for colleagues who are in need of help with computer hardware, software, peripherals, and accounts.  
• Daily responsibilities include monitoring and promptly responding to requests received through the internal IT Helpdesk ticketing system.
• Effectively resolve IT support issues, triaging issues, and appropriately identifying requests that should be escalated to higher tiers of support. 
• Specific responsibilities and tasks required in this role are: 
• Follow-up and update customer status and information via a Helpdesk ticketing system.
• Log all Helpdesk interactions and their resolutions. 
• Reset user passwords and accounts
• Escalate to Tier 2 when appropriate to resolve more complex customer issues.
• Adhere to certain Key Performance Indicators to measure overall success individually and as a part of a team.

Things That Should Be In Your Background:

• At least 1 year of experience working directly with customers in a service environment.
• Hands on experience with the following IT Systems: 
• Google Workspace (formerly Google Apps, G Suite)
• MacOS and Windows operating systems
• Installing, configuring, and troubleshooting software and peripherals on MacOS and Windows
• Passion for technology with demonstrated experience.

Other Attributes That Will Help You In This Role:

• People-oriented with excellent communication skills, both written and verbal
• A passion for helping others
• Attention to detail
• Strong time management skills
• The desire to learn and advance your technical skills

This position requires coming into our Headquarters in Arlington, VA four days per week. As a member of this team you may be required to work rotating shifts as well as after hours and weekends on-call. 

Benefits & Culture

Our global employee base is a diverse collection of innovators, dreamers, and doers working together to transform lives through higher education. We believe that every employee can advance our shared purpose, and that life at 2U should be fun and meaningful. If you’re excited by the opportunity to provide over 40 million learners and counting with access to world-class online higher education, then join us – and do work that makes a difference. #NoBackRow

We offer comprehensive benefits (unique per country) and excellent work/life balance.
Full-time, U.S. benefits include: 

• Medical, dental, and vision coverage
• Life insurance, disability, and 401(k) employer match
• Employee stock purchase plan
• Free snacks and drinks in-office
• Generous paid holidays and leave policies, including unlimited PTO
• Additional time off benefits include: volunteer days, parental leave, and a company-wide winter break

The anticipated base salary range for this role is ($51,000 - $58,000), with potential bonus eligibility.  Salary offers are made based on the candidate’s qualifications, experience, skills, and education as they directly relate to the requirements of the position, budget for the position and cost of labor in the market in which the candidate will be hired.

2U Diversity and Inclusion Statement

At 2U, we are committed to building and sustaining a culture of belonging, respect, and inclusion. We are proud of the steps we’ve taken to bring together an employee base that embodies diverse walks of life, ideas, genders, ages, races, cultures, sexual orientations, abilities and other unique qualities. We strive to offer a workplace where every employee feels empowered by what makes us different, as well as by how we are alike. 

2U is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodations, please reach out to us at: recruitingaccommodations@2u.com. 

About 2U Inc. 

For more than a decade, 2U, Inc. has been the digital transformation partner of choice to great non-profit colleges and universities delivering high-quality online education at scale. As the parent company of edX, a leading global online learning platform, 2U provides over 45 million learners with access to world-class education in partnership with more than 230 colleges, universities, and corporations. Our people and technology are powering more than 4,000 digital education offerings — from free courses to full degrees — and helping unlock human potential. To learn more: visit 2U.com.

About edX

edX is the education movement for restless learners and a leading global online learning platform from 2U, Inc. Together with the majority of the world’s top-ranked universities and industry-leading companies, we bring our community of over 45 million learners world-class education to support them at every stage of their lives and careers, from free courses to full degrees. And we're not stopping there — we're relentlessly pursuing our vision of a world where every learner can access education to unlock their potential, without the barriers of cost or location. Learn more at edX.org.

Learn more at https://2u.com/careers/
#NoBackRow

The above statements are intended to describe the general nature and level of work performed by individuals assigned to this position, and are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.

2U is an equal opportunity employer that does not discriminate against applicants or employees and ensures equal employment opportunity for all persons regardless of their race, creed, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, age, marital status, disability, citizenship, military or veterans’ status, or any other classifications protected by applicable federal, state or local laws. 2U’s equal opportunity policy applies to all terms and conditions of employment, including but not limited to recruiting, hiring, training, promotion, job benefits and pay.