OpenSesame · 1 month ago
Associate Help Desk Support Specialist (Latin America)
United States
Full-time
Remote
New Grad, Entry LevelOpenSesame is transforming workforce development with an AI-powered marketplace of skill-building courses. The Associate Help Desk Support Specialist will be responsible for resolving technical issues, managing user access, and supporting employee onboarding in a fast-paced environment.
EdTechEducationVirtual Workforce
Responsibilities
Resolve technical issues as the first point of contact
Manage user access and set up hardware and software
Support employee onboarding and maintain support documentation
Ensure smooth day-to-day operations
Complete onboarding and demonstrate proficiency with OpenSesame’s ticketing system, IT documentation tools, and support workflows
Shadow hardware and software deployment activities, including workstation setup and user account provisioning
Resolve at least 20 Tier 1 IT support tickets, ensuring adherence to internal documentation and SLA standards
Independently resolve an average of 15 IT support tickets per week, handling hardware, software, and login-related issues
Complete 100% of user account requests within one business day of receipt
Update at least 3 knowledge base articles or internal documentation resources to reflect current procedures
Increase to an average of 30 resolved support tickets per week, maintaining a 90% SLA compliance rate for Tier 1 tickets
Lead at least one IT onboarding session for a new employee, covering essential tools and support processes
Identify at least one recurring technical issue, document its impact, and propose a prevention or resolution plan
Sustain an average of 50 resolved support tickets per week, with consistent SLA adherence and positive feedback
Deliver a peer training session on a key IT tool, application, or support process
Actively contribute to one internal IT process improvement initiative, such as refining the hardware setup checklist or enhancing the triage system
Demonstrate full autonomy in managing Tier 1 support, including hardware/software troubleshooting and user lifecycle management
Serve as a backup for onboarding/offboarding duties and support escalations
Maintain 100% accuracy in logging and closing tickets in the system, and continue contributing to team knowledge-sharing and documentation
Qualification
Required
Proficiency with OpenSesame's ticketing system, IT documentation tools, and support workflows
Experience in resolving Tier 1 IT support tickets
Ability to handle hardware, software, and login-related issues
Experience in user account provisioning
Ability to update knowledge base articles or internal documentation resources
Experience in managing user lifecycle management
Ability to maintain accuracy in logging and closing tickets in the system
Experience with OKTA, Apple Macbook, Google Workspace (GSuite), Jira, Confluence, Zoom, Microsoft Intune, JAMF, and Password Manager
Company
OpenSesame
OpenSesame is an e-learning company that provides online training courses for businesses and employees.
Founded in 2011
201-500 employees
Funding
Current Stage
Late StageTotal Funding
$97MKey Investors
JMI EquityFTV CapitalAltos Ventures
2021-07-22Series D· $50M
2019-05-28Series C· $28M
2016-09-27Series B· $9M
Leadership Team
Don Spear
CEO
Joshua Blank
President (Co-Founder)
Recent News
Company data provided by crunchbase