Great Minds
Senior Desktop Support
🇺🇸 Hybrid - Washington, DC
🕑 Full-Time
💰 $70K - $77K
💻 Information Technology
🗓️ October 22nd, 2025
Intune
ITIL
ITSM
Edtech.com's Summary
Great Minds is hiring a Senior Desktop Support professional to provide Tier 2 technical support, mentor team members, and enhance IT service excellence. The role involves troubleshooting escalated technical issues, collaborating with Desktop Engineering to optimize technology solutions, and ensuring reliable support through after-hours rotations.
Highlights
- Serve as escalation point for complex Tier 1 service desk tickets.
- Troubleshoot laptops, desktops, mobile devices, operating systems, and application errors.
- Manage VIP or high-priority incidents with consistent stakeholder communication.
- Collaborate with Desktop Engineering on endpoint management using tools like JAMF, Microsoft Intune, and Autopilot.
- Implement ITIL-aligned best practices and improve service delivery processes.
- Provide mentorship to Desktop Support staff and assist with hardware and software setups.
- Manage and support advanced AV and conferencing systems including Zoom Room integrations.
- Support high-profile events and hybrid meetings with live troubleshooting and monitoring.
- Require 4+ years desktop support experience with 1-2 years at Tier 2 or escalation role.
- Proficiency in Windows, macOS, Microsoft 365, Zoom, VPN, Jira Service Desk, and SSO platforms such as Okta or OneLogin.
- Bachelor’s degree in IT, Computer Science, or related field.
- Base salary range $70,000-$77,000, subject to variation by experience and location.
Senior Desktop Support Full Description
Senior Desktop Support
Hybrid
Washington, District of Columbia, United States
Technology
Technology
Job description
Who We Are
Great Minds is a high-growth, mission-driven organization founded by educators in 2007. As a for-profit, Public Benefit Corporation, we believe all students deserve access to meaningful, challenging content—and all teachers deserve tools that are intuitive, effective, and built for the realities of today’s classrooms.
We develop high-quality, knowledge-rich math, science and ELA curricula grounded in research and designed in collaboration with educators. Our materials reflect real classroom needs and are built to drive lasting student outcomes.
We are committed to usability, coherence, and practical implementation—supporting teachers not just through curriculum, but with professional learning, purposeful technology, and responsive service that enable strong adoption and impact.
What We Build
Our products—Eureka Math and Eureka Math², Wit & Wisdom, PhD Science, Geodes, and the newly launched Arts & Letters ELA—are trusted by thousands of schools and districts nationwide.
- Eureka Math is the most widely used math curriculum in the U.S., and is focused on balancing conceptual understanding, procedural fluency, and application.
- Wit & Wisdom® and Arts & Letters ELA™ anchor our reading strategy with content-rich, grade-level instruction that integrates literature, history, and the arts, grounded in the science of reading. Geodes® complements our reading suite with decodable texts that pair phonics with meaningful content to support early literacy.
- PhD Science is a hands-on K-5 Science program that sparks curiosity as students build enduring knowledge of how the scientific world works.
These programs reflect a shared belief in high expectations, joyful rigor, and deep respect for educators and students.
Where We’re Headed
Great Minds is entering a new stage of growth and product maturity. We are focused on building more connected, customer-informed experiences across the full educator journey—from curriculum to professional learning to platform and support.
Our long-term vision is to become a true partner in impact—not just delivering curriculum, but supporting educators in achieving outcomes at scale.
Job Purpose
The Senior Desktop Support role is designed for a seasoned IT professional who thrives in a fast-paced, collaborative environment and is passionate about mentoring others and driving service excellence. This individual will provide Tier 2 support for the Desktop Support team, resolve escalated service desk issues, and work closely with the Desktop Engineering team to streamline processes, improve technology solutions, and implement scalable IT operations.
This position reports to the Team Lead of Desktop Support and collaborates closely with the Senior Manager, Service Desk, to support team-wide goals, service levels, and technical growth initiatives.
The role also includes participation in a rotating after-hours support schedule, ensuring consistent service availability during critical incidents or outages.
This position reports to the Team Lead of Desktop Support and collaborates closely with the Senior Manager, Service Desk, to support team-wide goals, service levels, and technical growth initiatives.
The role also includes participation in a rotating after-hours support schedule, ensuring consistent service availability during critical incidents or outages.
Responsibilities
Tier 2 Technical Support & Escalations
- Serve as the escalation point for complex or unresolved Tier 1 service desk tickets
- Troubleshoot issues involving laptops, desktops, mobile devices, peripherals, operating systems, application errors, and user access
- Ownership of VIP or high-priority incidents and ensure consistent communication with stakeholders
- Document solutions and standard procedures to improve issue resolution quality
- Provide after-hours support on a rotating schedule for critical incident response
Collaboration with Desktop Engineering
- Partner with Desktop Engineering on endpoint management, system policies, and imaging standards
- Test and support deployments via tools such as JAMF, Microsoft Intune, Autopilot, etc.
- Provide feedback to engineering on performance gaps, reliability issues, or recurring end-user challenges
Process & Service Improvement
- Identify patterns in ticket data to propose systemic improvements
- Help standardize procedures for onboarding, offboarding, system provisioning, and troubleshooting
- Create and maintain internal documentation and knowledge base resources
- Champion ITIL-aligned best practices across the service delivery lifecycle
Operational & Team Support
- Provide guidance and informal mentorship to Desktop Support staff
- Assist with device setups, software installations, and hardware configurations for new hires and internal moves
- Set up, manage, and troubleshoot advanced AV and conferencing systems, including microphones, speakers, mixers, video cameras, and Zoom Room integrations into executive and standard meeting spaces
- Serve as the SME for conference room technology and provide training or documentation for employees using AV systems
- Collaborate with Facilities and Engineering to design, upgrade, and maintain AV infrastructure
- Support high-profile events, executive meetings, webinars, and hybrid meetings with live troubleshooting and proactive monitoring
- Ensure a high-quality, customer-first experience for both in-office and remote employees
Job requirements
Requirements
- 4+ years of experience in desktop support, with at least 1–2 years at a Tier 2 level or in a lead/escalation role
- Strong proficiency in Windows and macOS operating systems
- In-depth knowledge of Microsoft 365, Zoom, Slack, VPN, and other productivity platforms
- Hands-on experience with endpoint management tools (e.g., Intune, JAMF, Autopilot)
- Familiarity with Jira Service Desk or similar ITSM tools
- Understanding of SSO/identity platforms such as Okta, ADFS, or OneLogin
- Excellent communication, problem-solving, and documentation skills
- Ability to balance independent problem-solving with team collaboration
- Willingness to participate in a rotating after-hours support schedule
Required Education
- Bachelor’s degree in information technology, Computer Science, or a related field
Status
Full-time
Location
Hybrid - On-Site in DC as needed
The expected base salary range for this position is $70,000-$77,000, however the offered salary may be higher or lower than the above range dependent on numerous factors including, but not limited to location, work experience, skills and internal equity considerations. The base salary is not inclusive of benefits or other incentives.
A cover letter and resume are required to be considered for this position.
New employees will be required to successfully complete a background check.
Any communication to applicants relating to the Great Minds hiring process will only come from email addresses with the domains greatminds.org or greatminds.recruitee.com. If in the course of the application or hiring process with Great Minds you are contacted through another domain, are requested to provide banking or other sensitive information, or you note any other suspicious activity, please contact security@greatminds.org
Great Minds is an equal opportunity employer. We will extend equal opportunity to all individuals without regard to race, religion, color, sex (including pregnancy, sexual orientation, and gender identity), national origin, disability, age, genetic information, or any other status protected under applicable federal, state, or local laws. Our policy reflects and affirms the organization’s commitment to the principles of fair employment and the elimination of all discriminatory practices.
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