IT Support Specialist - Glen Ellyn, IL

For more than a decade, School of Rock has been inspiring the world to rock on stage and in life. We believe the best way to learn music is to play music. We take students from the lesson room to the stage, developing both their confidence and musicianship with programs designed for all skill levels. School of Rock operates over 190 schools across the US as well as in Australia, Brazil, Canada, Chile, Mexico, Panama, Philippines, and South Africa, a majority of which are franchise-owned. The atmosphere at School of Rock is very much like a small, young startup. Our main corporate office — located in El Segundo, California — is home to 8 full-time employees. We have an additional office in Glen Ellyn, IL, which is home to 5 full-time employees. Additionally, we have 12 more employees located around the country.

About the Job

School of Rock is looking for a self-motivated, customer-centric help desk agent. This person will be responsible for fielding Tier 1 and some Tier 2 help desk tickets that come from the managers and staff of our growing network of schools. We provide support for on-premise equipment (computers, phones, routers) to our Company-owned schools in addition to cloud-based app support to all schools. This person will also assist in other administrative functions such as new account creation, setting up systems for new schools, and other tasks as assigned. The ideal candidate would be someone who is very customer focused, resourceful, a quick learner, and abides by the “teach a man to fish” mantra. School of Rock values individuals who demonstrate creativity, adaptability, and an attention to detail. The School of Rock IT team is small and agile, and this position will allow for and encourage personal and professional growth.

Responsibilities Include:

  • Resolve tier 1 and tier 2 tickets in a friendly and timely manner.
  • Systems administration: G Suite, Okta, Front Desk, Zendesk, Yext, Emma, Listen360, Workplace by Facebook, Basecamp, 8x8 VOIP, Zoom, Zapier, and others.
  • Provide on-the-fly training over the phone or via remote screen sharing sessions.
  • Facilitate new account creation and provisioning, as well as deprovisioning and troubleshooting.
  • Facilitate the setup of new accounts and systems for new school openings.
  • Assist in updating and creating documentation and reference material for our Help Center.
  • Work directly with vendors for issue resolution and to ensure that a mutually beneficial ongoing business relationship is maintained.

Skills and Experience Required:

  • 1-2 years experience providing technology support in a help desk or related support role.
  • Must have the desire and ability to learn new systems quickly and independently.
  • Ability to work and produce at a high level with a high degree of autonomy.
  • Must be resourceful, leveraging all potential channels to find solutions to a variety of issues and questions.
  • Effective communication with team members — in person, in chat, over the phone, and in web based meetings.
  • Effective communication with end users in the support scenario, primarily through email, over the phone, and through screen share sessions.
  • Must enjoy not only finding the solution to a problem, but also teaching an end user in such a way that they’re able to solve it for themselves in the future.
  • Is able to relate to end-users by demonstrating empathy where appropriate.
  • Ability to troubleshoot Hardware/Software/Networking problems.
  • A passion for education and rock music!

Skills and Experience not Required but are a Plus:

  • Administration of G Suite.
  • Experience using web-based support tools and software like Zendesk.
  • Experience with Photoshop/Illustrator, or other web design tools.
  • Intermediate to advanced skills with Microsoft Excel and/or Google Sheets
  • Some HTML/CSS knowledge and experience.

This a full-time position (40 hours per week) mostly Monday -Thursday and Saturdays. Salary is competitive and we do offer benefits. This role would operate primarily out of the Glen Ellyn office. Meetings will be held online in Zoom meetings.

It is the policy of the School of Rock to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. School of Rock complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

School of Rock expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of School of Rock's employees to perform their expected job duties is absolutely not tolerated.