Edtech.com's Summary

Waterford.org is hiring a Help Desk Technician. The role involves providing frontline technical support within a hybrid IT environment, addressing a range of issues from routine troubleshooting to system configuration and access management. The technician will support both cloud-based and on-premises tools and contribute to implementing standardized IT practices while directly impacting the department's ability to function efficiently and securely.

Highlights

Respond to technical support requests via Jira Service Management.
Manage operating systems, productivity suites, and peripheral device issues.
Support user access to Google Workspace, Microsoft 365, and Slack.
Set up and deploy laptops, desktops, and mobile devices.
Proficiency with Google Admin Console, Okta, and Active Directory required.
Compensation ranges from $18.00 - $20.00 per hour.
A+, Network+, or similar certifications preferred.
Offers a comprehensive benefits package including health, dental, and retirement contributions.

Help Desk Technician Full Description

Job Details

Job Location

Remote UT - Taylorsville, UT

Remote Type

Hybrid

Position Type

Regular

Salary Range

$18.00 - $20.00 Hourly

Job Category

Information Technology

Description

As a Help Desk Technician at Waterford.org, you will be a key member of the IT Operations team, providing frontline technical support for a dynamic and purposeful organization by delivering exceptional assistance to our staff. You'll be a go-to person for many IT issues—from routine troubleshooting to system configuration and access management. Working in a hybrid environment, you’ll support both cloud-based and on-premises tools and contribute to implementing standardized IT service practices. Your work will directly impact our department's ability to function efficiently, securely, and collaboratively. If this aligns with your experience, keep reading!

Responsibilities:

Respond promptly to technical support requests via Jira Service Management, ensuring issues are tracked, prioritized, and resolved efficiently.
Tackle and resolve issues related to operating systems (Windows 11, macOS, and Linux), productivity suites, email platforms, and peripheral devices.
Support user access to enterprise platforms such as Google Workspace (Docs, Drive, Meet), Microsoft 365 (Outlook, Word, Excel), Slack and internal systems.
Set up and deploy laptops, desktops, mobile devices, and accessories, ensuring compliance with security and configuration standards.
Manage user accounts and permissions via Google Admin Console, Okta, and Active Directory.
Install, configure, and update software applications using endpoint management tools (e.g., Jamf, Intune).
Participate in a shared on-call rotation to provide after-hours emergency support for critical systems and remote users.
Support documentation efforts in Confluence, helping to build a centralized knowledge base of procedures and diagnostic steps.
Collaborate with systems administrators, DevOps engineers, and security analysts to escalate issues and support infrastructure upgrades or deployments.
Assist with audiovisual (AV) setup and troubleshooting for internal meetings and remote collaboration tools such as Zoom and Google Meet.

Preferred Skills & Technologies:

Understanding of TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
Familiarity with MFA, phishing prevention, endpoint protection tools, and role-based access control (RBAC).
Experience diagnosing and maintaining PCs, Macs, Chromebooks, printers, and AV equipment.
Excellent written and verbal communication skills to resolve technical issues.
Excellent problem-solving and customer service skills.
Working knowledge of IT systems, mobile devices, and office technology.
A+, Network+, or similar certifications, or a degree in Information Systems (preferred but not required).

About Waterford.org

Waterford.org provides PreK through 2nd grade reading, math, and science programs that children can use wherever they learn. Our programs help children reach critical milestones by 3rd grade, laying the foundation for their future success. Waterford.org serves over 200,000 children across 42 states every year.

Our Commitment to Equity & Inclusion

Waterford.org's commitment to inclusive excellence is foundational to achieving our mission of universal literacy. Waterford.org is a mission-driven organization, and diversity, equity, and inclusion (DEI) are at the heart of what we do. These values inform our internal culture and drive our external focus on making a difference for children, families and caregivers in underserved communities. At Waterford, we actively seek talent who bring different backgrounds, perspectives, experiences, and identities to their work and demonstrate a commitment to advancing our mission.

Working at Waterford.org

Waterford.org team members are located across the United States and primarily work from home. We anticipate this full time, hourly position will pay $18.00-$20.00 per hour depending on the education, experience and skill level of the individual we hire. We also offer a phenomenal benefits package that includes fully paid primary premiums for health insurance, dental insurance, basic life insurance, and disability insurance. New hires receive a one-time HSA contribution. Retirement contributions are matched up to 5% by the organization. Plus, a generous vacation, sick, and holiday offering.

Waterford.org Employee Growth & Applications

At Waterford.org, we truly believe in the boundless potential of our team members and their continuous growth and development. We are dedicated to encouraging a culture that nurtures talent from within, which is why we prioritize internal applicants for all job postings. External candidates may experience a delay in being contacted by our Talent Acquisition team.

Equal Opportunity Employer

Waterford is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Waterford is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Original Job Description