Associate IT Help Desk, Guild Education
$60-71.3k
+ Stock options
5 days a week in office
Upskilling and education platform for America's workforce
Be an early applicant
Upskilling and education platform for America's workforce
1001+ employees
Be an early applicant
$60-71.3k
+ Stock options
5 days a week in office
1001+ employees
Company mission
To unlock opportunity for America’s workforce through education and upskilling.
Role
Who you are
- 1-3 years of experience in an IT helpdesk or technical support role, with a demonstrated ability to provide support to end-users in person and remote
- You are highly proficient with end user support on macOS and Windows
- Experience with Jamf Pro, Okta, Google Workspace, Zoom and ticketing systems
- Fast learner - Can be shown processes minimally to grasp procedure
What the job involves
- Guild is hiring an Associate on the IT Help Desk who will be part of a team providing first-level technical support
- You will assist in resolving technical issues, supporting core SaaS tools, and maintaining Guild’s technical systems
- Provide first-level technical support to end-users via slack, phone, email, and in-person interactions
- Diagnose and troubleshoot hardware, software, and network issues on laptops and mobile devices
- Manage and resolve support tickets within established SLAs, ensuring timely and effective resolution of technical issues
- Maintain detailed documentation and track all support requests, resolutions, and updates in a ticketing system
- Escalate complex issues to higher-level support or appropriate teams when necessary
- Assist with user identity and access management, including password resets and permissions
- Support the team with onboarding, offboarding, department transfers, role & status changes
- Maintain team documentation around systems, internal tasks, and procedures
- Support large company meetings and 70+ Zoom meeting rooms
- Provide guidance and training to users on IT best practices and tools
- Collaborate with other IT team members to improve processes and enhance overall service delivery
Our take
The recruitment process can be the most costly element of a company's operation, with future-proof skillset requirements resulting in the hiring of staff for niche tasks. Many existing employees of a company could have the potential to fill talent gaps and prevent the need for a new hire, but they often lack the training for such roles. Helping to solve this problem, Guild Education helps employers partner with nonprofit universities to train staff across a variety of subject matters, including high school completion programs, vocational opportunities, and enrollment in higher education.
As professional development is a strong employer benefit, Guild Education also pitches itself as a perk for employees, aiming to increase retention and worker satisfaction. By solving two major problems - a skills shortage and worker retention, it has gained large companies such as Chipotle, Target, Hilton and PepsiCo as corporate clients.
Having recently closed a Series F financing round led by Wellington Management and with participation from Oprah Winfrey, Guild Education will use this funding to further develop its healthcare and financial services learning modules, and increase its offering to workers by exploring new ways to lower the barriers to learning, for instance through childcare solutions and financial wellness tools.
Freddie
Company Specialist
Insights
Company
Funding (last 2 of 7 rounds)
Jun 2022
$265m
SERIES F
Jun 2021
$150m
SERIES E
Total funding: $643.5m
Company benefits
- Access to low-cost, high-quality health care options through Cigna and Kaiser (due to coverage limitations, Kaiser is currently only available in CA & CO)
- Access to a 401k to help save for the future
- Open vacation policy for employees to rest and recharge
- 8 days of fully-paid sick leave, to take the time to heal and or recover
- Family-friendly benefits, including 12 weeks of parental leave for non-birthing parents and 18-20 weeks for birthing parents; 4-week ramp-up period for when employees return from a leave of 6 weeks or more; as well as employer-paid short-term and long-term disability, employer-sponsored life insurance, fertility and caregiving benefits
- Well-rounded wellness benefits including free and low cost mental health resources and financial wellbeing support services
- Education benefits and tuition assistance to help your future development and growth
Company values
- Nurture a learner’s mindset
- Create belonging
- Be teammates
- Build shared success
Company HQ
Central Business District, Denver, CO
Articles
Leadership
Rachel Carlson
(CEO)Prior to co-founding Guild Education, was founder and CEO of Blueprint. Before that was a Director at American Honours and an Associate with The Parthenon Group.
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