Associate IT Support Specialist I

Job Description:

MasterClass is transforming online education by enabling anyone in the world to learn from the very best.  We are deconstructing what makes an actor able to cry on demand, how an athlete defies gravity, and what it takes to write a bestseller.  Our online learning content is available to students anywhere anytime, which supports our mission to ignite the greatness in others.

We are a quickly growing VC-funded startup based in San Francisco, with additional offices in Los Angeles.  We have created online classes taught by famous masters— Gordon Ramsay, Serena Williams, Neil deGrasse Tyson, Sara Blakely, David Sedaris, Bobbi Brown, Timbaland, Anna Wintour and many more to come.

Since launching in 2015, we have been growing our team. Apply now to find out more about what we are doing behind the scenes.

What we are looking 

MasterClass is looking for an IT Support Specialist to tackle end user issues and problems as they relate to SaaS systems, computer hardware, infrastructure and conference room hardware. The IT Support Specialist will also be responsible for hardware during the onboarding and offboarding workflows. This person will also be responsible for the day to day operation of the help desk queue and escalate tickets and problems to senior IT employees when necessary. We’re looking for a responsive, highly productive professional who is used to the fast and frenetic pace of Internet Startup Technology companies. 

1. 1-3 years experience within Information Technology with a focus on:
1. Mac & Windows Troubleshooting
2. Printer and Queuing troubleshooting
3. Inventory Management and Allocation
4. Zoom Conferencing Solutions
5. Jira Service Desk
2. Excellent communication and interpersonal skills
3. Excellent problem solving skills and experience with end user troubleshooting 
4. An understanding of scripting languages a plus
5. “Yes” Attitude: Experience in navigating high pressure encounters and last minute changes
6. Maintaining detailed notes, documentation, and updates to staff and End Users

Mission

1. To support and manage MasterClass’ growing user base and ensure ease of use of MasterClass Technologies.

Competencies: 

1. Communicator: Communicates to employees of all skill levels fluently and patiently. Has the ability to switch gears to tackle new problems while clearly empathizing and understanding End User issues and complaints.
2. Attention to Detail: Organization and thoughtfulness are necessary when running the inventory of the company, knowing which devices are with whom and when the return dates are scheduled.  
3. Strategic: Understanding of how long term goals of the company can be reflected through the day to day operation of the help desk and tickets taken. 
4. Technical: A good understanding of the current Technological Landscape and how it relates to currently used MasterClass Technology, including but not limited to: Mac/Windows Administration, Cloud Services, HelpDesk SLAs and Workflows. 

Capacity to Grow/Responsibilities:

1. Work closely with IT Support Lead to develop a deep understanding of the current tools and workflows at MasterClass.
2. Audit MasterClass Inventory and assist with onboarding and offboarding workflows.
3. Assist with company wide training and tutoring initiatives.
4. Ensure HelpDesk SLAs are well defined (and met) as related to current and future work load volumes.
5. Document Tools, processes, and refine current help desk workflows.

At MasterClass, we believe we put our best work forward when our employees bring together ideas that are diverse in thought. We are proud to be an equal opportunity workplace and are committed to equal employment opportunity regardless of race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or any other characteristic protected by applicable federal, state or local law. In addition, MasterClass will provide reasonable accommodations for qualified individuals with disabilities. If you have a disability or special need, we would like to know how we can better accommodate you.