Join National Heritage Academies (NHA) as an IT help desk technician. This position will report directly to the technology customer success manager and will be responsible for providing an excellent level of service to internal customers who request technical assistance. The individual selected for this position will provide technical support by phone, email and through face-to-face interactions by receiving, prioritizing, documenting and actively resolving end user help requests.

About Us

NHA is a charter school management company that operates 80 schools in 9 states. We are committed to our mission of "challenging each child to achieve..." and we pride ourselves on our students' ability to achieve high results in later education based on the foundations gained in grades K-8 at NHA.

In this role you will work out of our corporate headquarters (Service Center) located in Grand Rapids, Michigan. The NHA Service Center is where all the behind-the-scenes magic happens. Our 400 brilliant team members are brag-worthy. With a diverse group of departments like admissions, talent acquisition, facilities, legal services, and many more working together to provide top level back-office support. The Service Center is a place of bright colors, smiling faces, and opportunity. We like to gather for events such as the fall crocktoberfest cook-off, the sparkling holiday party full of fun and unexplainable excitement, and our annual 5K Service Center fun run.

Your Role

• Respond to technical support requests (telephone, email, face-to-face), while providing a high level of customer service
• Solve technical issues using remote management tools and best-practice procedures
• Documentation and recording of solutions to assist with knowledge transfer, and the continuous build of our knowledge base
• Assist with deployment of refresh and new technology
• Accountable for 95% customer satisfaction on resolving trouble tickets
• Potentially traveling to support schools and/or other IT projects, less than 1 week a year
• Work closely with team leadership, immediate team and cross-department peers, and vendors to optimize technology for our internal customers

Requirements

• Customer service experience is required
• 1-3 years of professional experience in a technology customer support and or help desk environment (internship acceptable)
• Ability to explain technical concepts to non-technical people
• Intermediate experience with Windows and Chrome client operating systems is preferred
• Basic knowledge of wired and wireless network connectivity
• Strong verbal and written communication skills
• Ability to quickly think on feet
• Strong customer service skills

To learn more about our core values, please click here .

National Heritage Academies is an equal opportunity employer.