About the Role
The IT Technical Support Specialist is primarily focused on supporting all Nerdy employees. This includes assisting in designing, analyzing, implementing and monitoring information systems that optimize organizational efficiency. Their duties also include overseeing the lifecycle of an employee’s accounts and application assignments, as well as helping with cybersecurity threats and data privacy requests.
About Nerdy
Nerdy (NYSE: NRDY), the parent company of Varsity Tutors, is a leading platform for live online learning, with a mission to transform the way people learn through technology. The Company’s purpose-built proprietary platform leverages technology, including Machine Learning and AI (Nerdy AI Learning Products - Press Release), to connect learners of all ages to experts, delivering superior value on both sides of the network. Nerdy’s comprehensive learning destination provides learning experiences across 3,000+ subjects and multiple formats—including one-on-one instruction, small group classes, large format group classes, on-demand study support, and adaptive self-study. Nerdy’s flagship business, Varsity Tutors, is one of the nation’s largest platforms for live online tutoring and classes. Its solutions are available directly to students and consumers, as well as through schools and other institutions. Learn more about Nerdy at https://www.nerdy.com/.
Nerdy’s shareholder letters below explain the product and strategy and are the most effective way to learn about what the company is building.
Qualifications
A bachelor’s degree in computer science, computer engineering or related technical field experience.
1-3 years of relevant experience in a technical and remote customer-focused helpdesk position.
In-depth knowledge of computer hardware, software, and networks.
Extensive experience working with different operating systems including Mac OS and Windows.
Proficient with Google Workspace and Microsoft Office Suite.
Time management skills and the ability to establish reasonable and attainable deadlines for resolution.
Ability to prioritize and manage several milestones and projects efficiently.
Experience in documenting processes and monitoring performance metrics.
Exceptional interpersonal and communication skills.
Understanding of the following frameworks would be an asset (ITIL and NIST).
Experience with Jira or other ticket management software.
Responsibilities
Processing internal customer requests via Slack and tickets covering onboarding, off-boarding, access requests, troubleshooting, configuration, and others for all employees.
Installing and configuring new technology as it relates to employee productivity.
Providing assistance to company staff with technology-related issues via slack, video conferencing and email such as:
understanding the issue and its cause.
solving the problem.
explaining the problem to the staff member .
translating technical information where appropriate.
Writing reports on the status of all software in the company.
Implementing and assisting on the rollout of new applications.
Creating easy to follow “how-to” documentation.
Setting up access for new employees and assisting in all account-related issues.
Deprovisioning access for separated employees.
Addressing privacy related requests related to data deletion.
Help maintain/draft documentation where needed.
Collaborate with all members of the Nerdy team through team meetings, peer to peer guidance and feedback.
Consulting with management and or other departments as required.
Participate in on-call rotation for technical emergencies.
This position is a full-time on-site opportunity based in our St. Louis office.
At Nerdy, we:
Relentlessly Focus on Customers • Are Owners • Are Intellectually Curious • Think Big • Bias for Action • Go Deep • Deliver Results • Are Comfortable with Ambiguity • Simplify • Build Teams • Insist on High Standards • Build Trust • Have Conviction • Are Right, a Lot
Benefits:
Competitive Salary.
Healthcare Plans (Medical, Dental, Vision, Life).
401k Company Matching Plan.
Maternity, Paternal, and Adoption Leave.
Accrued PTO.
Free Learning Membership for you and your household (1-1 tutoring hours for you and your family, unlimited use of our on-demand learning services, and access to our online classes).
Unique opportunity to help transform how the world learns!
A fun, collaborative, and team-oriented work environment with plenty of training and a feedback-rich culture.
Nerdy is an Equal Opportunity Employer. We will not discriminate against any applicant or employee on the basis of age, race, color, creed, religion, sex, sexual orientation, gender, gender identity or expression, medical condition, national origin, ancestry, citizenship, marital status or civil partnership/union status, physical or mental disability, pregnancy, childbirth, genetic information, military and veteran status, or any other basis prohibited by applicable federal, state or local law. Varsity Tutors will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.
