Senior Helpdesk Technician

Location: Tucson, AZ

Requisition #: vl-00002761

Duration: Full Time

 

Description

Cambium Learning® Group is a leading educational solutions and services company that is committed to helping all students reach their full potential by providing evidence-based solutions and expert professional services to empower educators and raise the achievement levels of all students. The company is composed of five business units: Voyager Sopris Learning™, Learning A-Z, ExploreLearning®, Kurzweil Education™, and VKidz Holdings. Together, these business units provide best-in-class intervention and supplemental instructional materials; gold-standard professional development and school-improvement services; breakthrough technology solutions for online learning and professional support; valid and reliable assessments; and proven materials to support a positive and safe school environment.

Essential Job Functions

  • Respond to queries for technical assistance in person, via phone, or electronically
  • Diagnose and resolve technical hardware and software issues
  • Provide second level support for complex issues
  • Provide user training
  • Mentor team members
  • Manage situations requiring urgent attention
  • Track and route problems and requests and document resolutions
  • Contribute to written process documentation
  • Install and support computer hardware and software following company standards
  • Install and support computer peripherals for users
  • Follow up with users to ensure issue has been resolved
  • Gain feedback from user about computer usage
  • Stay current with system information, changes and updates
  • Preform root cause analysis on recurring problems and suggest mitigation plan
  • Contribute to project based work
  • Extensive knowledge of relevant software, hardware and other equipment
  • Knowledge of relevant call tracking applications
  • Knowledge and experience of customer service practices
  • Related experience and training in troubleshooting and providing help desk support

Required Qualifications:

  • Requires little direction
  • 4 - 7 years of experience

To apply for this opportunity, simply click on the “Apply Now” button and submit a cover letter and resume or email your resume and cover letter to careers@cambiumlearning.com.

Please include the job title and requisition number in the subject line of the email.

EOE including Disabled and Vets. VEVRAA Federal Contractor.