IT Helpdesk Analyst I (Lanham, MD)

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 is an on-site role at one of the 2U offices with potential hybrid flexibility. This role occasionally requires the ability to remain in a stationary position for extended periods of time, however, this position needs to occasionally move about inside the office. As a member of this team, you will be required to work after hours and weekends on-call, on a rotational basis.

About 2U Inc. (NASDAQ: TWOU)

2U is comprised of 3 lines of business: Graduate Degree Programs, Short Course, and Boot Camps. Going beyond traditional learning management systems, we use tech, people, and data to help top universities and enterprise organizations transform in the digital era-and eliminate the back row in higher ed. We support lifelong learning which means thinking beyond a single degree. It means finding ways for students to gain the skills they need to change careers, evolve their expertise, and meet the challenges of the changing world head-on. We help our partners fill those needs-developing new digital education technologies and offerings capable of supporting students at different points in their lives. Whether they need a simple refresher, to learn something new, or to change their career trajectories completely, our partners are there to help them succeed. Together with our partners, 2U has positively transformed the lives of more than 275,000 students and lifelong learners.

2U Diversity and Inclusion Statement

At 2U, we are committed to creating and sustaining a culture that embodies diverse walks of life, ideas, genders, ages, races, cultures, sexual orientations, abilities and other unique qualities of our employees. We strive to offer a workplace where every employee feels empowered by the ways in which we are different, as well as the ways in which we are the same.

Benefits & Culture

Working at 2U means working with individuals that are passionate and mission driven. We collaborate on tough problems to deliver the best outcomes for our partners, students, and each other. You will find team members working together in our open office spaces, gathered in the kitchen grabbing a snack, or taking a break in our game rooms.

2U offers a comprehensive benefits package:

• Medical, dental, and vision coverage
• Life insurance, disability and 401(k)
• Unlimited snacks and drinks
• Generous paid 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 ($43,000 - $57,000) , 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.

To learn more, visit 2U.com. #NoBackRow

Note: 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.