Education Analytics is a non-profit organization that uses data analysis to inform education policy decisions. We work with school districts, regional offices of education, non-profits, and policymakers to identify ways that make education systems better.

We are seeking highly motivated, customer service-oriented applicants to join our IT team as a full-time, on-site IT Helpdesk Administrator in our office located in downtown Madison, WI.

This role will support our IT operations via resolution of user-submitted technical issues and requests in a prompt and professional manner. The Helpdesk Administrator will also help support the physical implementation and maintenance of IT hardware and software and collaboration tools. This role will be an integral part of the IT Team, assisting in identifying and designing areas of improvement to our internal and user-deployed IT systems to help further the EA mission.

Our culture: Collaborative and communicative in nature. We value our individual technical work, but realize that our best work is only performed when the full scope of the user experience is taken into consideration for our deployments and solutions. We collaborate highly within the IT team itself and also with our internal customers and userbases to ensure we're providing the best possible service levels.

Job duties

• Work closely with a growing (100+) userbase to support the EA mission by supporting IT technology requests and providing technical training as needed.
• Conducting initial assessment to triage technical issues.
• Utilize technical expertise to troubleshoot and resolve issues.
• Document and communicate initial technical findings, exercising sound judgement to escalating advanced issues to level 2 administrators.
• Configure, deploy, and maintain computers, Operating Systems, Applications, printers, video conferencing and other office telecommunications equipment.
• Support third-party applications and services used both internally to manage IT deployments, as well as user-based deployments.
• Account provisioning for Active Directory domain as well as other internal and external services.
• Support security initiatives by supporting malware detection software deployments, maintenance strategies, and training initiatives.
• Research and provide suggestions for latest technology tools to support growth of the organization.

Skills and Experience

• Bachelor's or Associate's degree in Systems/Network Administration, Computer Support Specialist, Computer Science/Engineering, Information Systems, or other related field.
• 2+ years of experience with IT helpdesk, Active Directory, O365, SharePoint, server or network administration or related field.
• Working experience working in Linux considered a plus.
• Strong customer service and interpersonal skills with the ability to work in a team-oriented collaborative environment.
• Proven and sharp technical, analytical, and problem-solving abilities with ability to understand the problem at hand and effectively find/use resources to solve problems quickly.
• Ability to conduct research on technical issues as required to support help desk operations.
• Highly self-motivated and detail-oriented with the ability to effectively prioritize and execute tasks in a high-pressure environment.