Help Desk Associate
2U, Inc. - Landover, MD

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Brief Summary

The Tier 1 Help Desk Associate is responsible for providing white-glove support to fellow 2U employees as a member of the Help Desk support team.

  • Ability to identify and organize tickets in a timely fashion according to priority, then escalate tickets as necessary to appropriate members of IT staff
  • Maintain, support, and troubleshoot 2U computers, phones, and other various pieces of equipment
  • Supporting internal IT systems, working closely with non-technical partners to accommodate rapidly growing staff and build out of infrastructure
  • Respond to requests for technical assistance via CRM, in-person, and over the phone
  • Daily duties will include: workstation setup, imaging new computers and existing software, password resets, and spyware and anti-virus installs


  • Required Skills and Experience:

  • 1+ years of professional experience in technical support, troubleshooting, and installing software and hardware
  • Strong service focus and teamwork background required. Previous experience working in fast paced, innovative, and high-volume atmosphere
  • A passion for the field of Information Technology; enjoys keeping up with trends in the technology world
  • Proficient desktop troubleshooting skills for PC, Mac, software, and incidental hardware.
  • Ability to work late and emergency hours when necessary to maintain high level of service, availability for contact around the clock in case of outages or emergencies
  • Desired Skills and Experiences:

  • Bachelor of Science Degree in Information Systems and Computer Science
  • Salesforce and/or other CRM experience
  • CompTIA A+, Net+, or anyother applicable certification
  • PBX, Mitel, or other enterprise phone support
  • Experience troubleshooting Google applications (Gmail, Google Doc's, Drive, Sites, etc.)
  • About 2U, Inc.

    2U partners with top-tier universities to deliver rigorous, selective graduate degree and undergraduate for-credit programs online. Founded in 2008 by John Katzman and a team of education veterans, the company provides universities with the technologies, infrastructural support and capital they need to transform their on-campus programs into high-quality, web-based programs. 2U is one of the highest-funded education technology start-ups in the United States. 2U has partnered with prestigious colleges and research universities to deliver the following groundbreaking online programs:
    • USC Rossier Online: Master of Arts in Teaching, Master of Arts in Teaching –TESOL and Master of Education in Advanced Instruction from the University of Southern California Rossier School of Education
    • MSW@USC: Master of Social Work (MSW) from the University of Southern California School of Social Work
    • Nursing@Georgetown: Master of Science degree in Nursing from Georgetown University School of Nursing & Health Studies
    • MBA@UNC: Master of Business Administration (MBA) from the University of North Carolina at Chapel Hill Kenan-Flagler Business School
    • MPA@UNC: Master of Public Administration (MPA) from the University of North Carolina at Chapel Hill School of Government
    • @WashULaw: Master of Laws (LL.M.) in U.S. Law from Washington University School of Law
    • MPH@GW: Master of Public Health (MPH) from the George Washington University School of Public Health and Health Services
    • International Relations Online: Master of Arts in International Relations from American Universitys School of International Service
    • Semester Online: For-credit undergraduate programthrough a consortium of leading colleges and universities
    And if youre ready to help our team (www.2U.com/team) build the next great movement in higher education, consider joining us.

    Why Its Great to Join Our Team

    Our Mission – Transforming & disrupting higher education

    Our Culture – We are a highly energetic, innovative high growth company. We dont take ourselves too seriously…we have a no a$$hole policy. We strive to maintain a casual, professional and highly productive work environment for our team. 2U employees enjoy many perks, including the ability to wear jeans to work every day.

    Benefits – at 2U we offer a great benefits package including medical, dental, vision, life insurance, disability and 401k. We also offer paid time off and company holidays. Thats not all! Full-time employees receive a 100% paid tuition benefit for themselves, their spouse and their legal dependents.

    Note: The above statements are intended to describe the general nature and level of work performed by individuals assigned to this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required. All employees may be required to perform duties outside of their normal responsibilities from time-to-time, as needed.

    2U, Inc. is an equal opportunity employer that does not discriminate against applicants or employees and ensures equal employment opportunity for all persons regardless of their race, creed, color, religion, sex, sexual orientation, pregnancy, national origin, age, marital status, disability, citizenship, military or veterans' status, or any other classifications protected by applicable federal, state or local laws. 2U, Inc.'s equal opportunity policy applies to all terms and conditions of employment, including but not limited to recruiting, hiring, training, promotion, job benefits, pay, and dismissal.

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