Service Desk Coordinator - Remote Opportunity

Futures start here. Where first steps, new friendships, and confident learners are born. At KinderCare Learning Companies, the first and only early childhood education provider recognized with the Gallup Exceptional Workplace Award , we offer a variety of early education and child care options for families.

We pave the way for their lifelong learning journey ahead. And we want you to join us in shaping a future we can all be proud to share in neighborhoods, at work, and in schools nationwide.

At KinderCare Learning Companies, you’ll use your skills and expertise to support the work (and fun) that happens in our sites and centers every day.

From marketers and strategists to financial analysts and data engineers, and so much more, we’re all passionate about crafting a world where children, families, and organizations can thrive.

KinderCare Education is searching for a passionate, energetic team member for its Tech Support team. In this role, you will have a unique opportunity to positively transform and improve KinderCare’s IT services while you delight your customers.

You are the ideal team member if you are passionate about customer experience and service, love solving technical issues, are a clear and positive communicator, and are excited about building meaningful relationships with your customers.

As a Service Desk Coordinator, your responsibilities will include solving network issues, configuring laptops and operating systems, and using remote desktop support tools to provide immediate virtual support.

You will use ServiceNow and chat applications to give customers quick answers to IT issues.

Are you passionate about creating a positive customer experience? Do you have the right mix of soft skills and technical know-how to effectively resolve customer's concerns?

Do you have a track record of taking on sophisticated issues and solving them quickly? Do you thrive in a fast-paced environment where every day is different?

RESPONSIBILITIES :

• Serve as front line support for KinderCare Corporate employees and Field staff via phone support, ServiceNow, email and chat.
• Transform the interaction with our customers with compassion and a determination to resolve their technical issues in a timely manner.
• Act as single point of contact, by taking ownership of customer issues reported and seeing problems through to resolution.
• Diagnose and solve technical issues related to hardware, software, account maintenance or connectivity.
• Track and document issues through to resolution, within the agreed time limits, providing prompt and accurate updates to customers along the way.
• Properly advance unresolved issues to appropriate internal teams.
• Prioritize and handle several open issues at one time.
• Participate in building a robust knowledge base, authoring content, maintaining existing content and promoting the use of self-service to employees.
• Perform request fulfillment tasks, such as : ordering, receipt, and installation of software, hardware, accessories.
• Handle, maintain and update asset management inventory for IT systems using SCCM, ServiceNow, and others.

Qualifications :

• 2-3 years of Desktop Support, IT Service Desk Technician or Support Engineer experience.
• Hands-on experience with Windows, Linux and Mac OS environments.
• Familiarity with support tools via remote desktop.
• High School graduate or equivalent, 2- or 4-year college degree a plus.
• Additional certification in Microsoft, Linux, Cisco, Jamf, Apple or similar is a plus.
• Outstanding written and verbal English communication skills via phone, email and chat.
• Excellent organizational and time management skills.
• Proven growth experience, showing a consistent track record of pursuing new challenges and driving their success.

Our benefits meet you where you are. We’re here to help our employees navigate the integration of work and life :

• Know your whole family is supported with discounted child care benefits.
• Breathe easy with medical, dental, and vision benefits for your family (and pets, too!).
• Feel supported in your mental health and personal growth with employee assistance programs.
• Feel great and thrive with access to health and wellness programs, generous paid time off and discounts for work necessities, such as cell phones.
• and much more.

KinderCare Learning Companies is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, age, sex, religion, disability, sexual orientation, marital status, military or veteran status, gender identity or expression, or any other basis protected by local, state, or federal law.

Primary Location : Portland, Oregon, United States

Job : Corporate

Learn more about the general tasks related to this opportunity below, as well as required skills.

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Remote working / work at home options are available for this role.