Help Desk Support Specialist

OPPORTUNITY The Help Desk Support Specialist’s role is to provide a single point of contact for end users to receive support and maintenance within the organization’s technology environment through NerdFone, Green Dot’s IT, Information Systems (IS), and Data Science and Analytics (DSA) help desk. NerdFone serves hundreds of Green Dot users each week and seeks to resolve technology challenges the moment they occur in all Green Dot regions. The Help Desk Support Specialist will work from 7am-4pm M-F, serving in NerdFone for the majority of the day. The remainder of the Help Desk Support Specialist’s time will be spent supporting the DSA and IS teams in the areas of data collection, reporting, and application support. A successful Help Desk Support Specialist will be able to learn and master new systems and applications quickly. The ideal candidate will be a motivated, analytical, detail-oriented individual with technical support experience and a passion for education. This is a role serving as part of Green Dot’s central office team, primarily based in Los Angeles. ESSENTIAL RESPONSIBILITIES Provide excellent customer support and timely responses and solutions to all stakeholders in the Green Dot organization. Escalate issues and questions to ensure appropriate resolution. Serve as a single point of contact for end users to receive support and maintenance within the organization’s technology environment through NerdFone, Green Dot’s IT, IS, and Data Science and Analytics (DSA) help desk, from 7am-3pm M-F. Collaborate and build strong working relationships with network administrators, network engineers, desktop administrators, application engineers, and DSA analysts to ensure the efficient operation of the organization's many technologies. Communicate with school sites, testing services, and other outside vendors. Support DSA and IS departments as needed including but not limited to local, state, and federal compliance data collection and reporting. Perform additional duties as assigned. Normal business hours are 7:00am – 4:00pm, Monday-Friday (although these hours may vary and may require occasional evening and weekend work based on organizational needs). Minimal or no travel required, other than visits to local school sites (as needed). Develop, maintain, and regularly update support documentation and training materials within the NerdFone Library to ensure accuracy and usability. Assist with manual data uploads and maintain system roles and permissions to support accurate user access and data integrity. Provide operational support for state and internal testing processes, including system setup, and troubleshooting as needed. QUALIFICATIONS The minimum qualifications for this position are: Bachelor’s degree preferred 1 year of professional work experience in systems support is preferred Excellent working knowledge of Microsoft applications such as Excel, Word, PowerPoint and others is preferred Must be able to pass a TB test and background check at the time of offer. In addition, the following standards will generally define the successful candidate: Advanced knowledge of Google Apps, Google Drive, and other core GSuite products is preferred. You are able to quickly learn, master, and maintain a variety of web-based applications. You are adept at asking clarifying questions to ensure understanding. You possess excellent communication skills, both written and oral, including communicating with senior management. You have highly effective interpersonal skills and relationship-building skills. You have strong customer service skills with the ability to deal with problems with calmness and goodwill. You have strong analytical and problem-solving abilities, with keen attention to detail. You can maintain strict confidentiality as it relates to student and employee data. You are self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment and with little supervision. You have experience working in a team-oriented, collaborative environment. You are able to adapt to change quickly. You have a strong desire to make a positive social impact. You are dependable, have a sense of humor and a rock-solid commitment to Green Dot’s mission and the communities we serve. The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor is it intended to be an all-inclusive list of the skills and abilities required to perform the job. JOB REQUIREMENTS > Work Hours: This position requires consistent attendance during scheduled hours, as flexibility is limited by classroom or operational requirements. The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor is it intended to be an all-inclusive list of the skills and abilities required to perform the job. The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor is it intended to be an all-inclusive list of the skills and abilities required to perform the job. JOB REQUIREMENTS > Work Hours: This position requires consistent attendance during scheduled hours, as flexibility is limited by classroom or operational requirements. The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor is it intended to be an all-inclusive list of the skills and abilities required to perform the job. The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor is it intended to be an all-inclusive list of the skills and abilities required to perform the job. JOB REQUIREMENTS > Work Hours: This position requires consistent attendance during scheduled hours, as flexibility is limited by classroom or operational requirements. The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor is it intended to be an all-inclusive list of the skills and abilities required to perform the job. The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor is it intended to be an all-inclusive list of the skills and abilities required to perform the job. COMPENSATION The starting salary range for this role is $29.81 - $37.86 per hour. To allow for progression over time, offers at the top of the range are rare. Individual education and experience will be considered when issuing offers. Green Dot also offers one of the most robust and comprehensive benefits packages in the industry (for both you and your dependents): PPO, EPO and HMO choices for medical, dental and vision coverage - including a 100% employee-only paid option (visit for more information). Employee Assistance Program (100% employer-paid) Life and AD&D Insurance (100% employer-paid) Optional Term Life & AD&D Insurance Short- and Long-Term Disability Insurance (100% employer-paid) Flexible Spending Accounts (health and dependent care) Monthly parking for Central Office-based employees (100% employer-paid) Optional California Parking Cash-Out program for Central Office-based employees Wellness programs and resources Financial planning/coaching access Optional non-matching 401(k) plan Potential for remote work opportunities (occasional or recurring) Potential for annual performance-based compensation increases Potential for annual bonuses Potential for stipend work opportunities Approved family care and/or medical leave (unpaid) Green Dot also offers generous paid time off while giving employees the opportunity to impact a growing, mission-driven organization that is committed to the success of all students. 15 days of paid time off during years 1-3 of service (20 days during years 4-6 and 25 days beyond 6 years of service) An additional 15 days (minimum) of paid time off each year for our Winter and Spring breaks* (which include the Christmas and New Year’s holidays), as well as an additional 10 annual paid holidays (MLK Day, President’s Day, Farm Workers Day, Memorial Day, Juneteenth, July 4th, Labor Day and Veteran’s Day, Thanksgiving Day and Day after Thanksgiving) 3-5 days of paid bereavement leave (if needed) Green Dot California Central Office, Los Angeles, CA Thank you for your interest in Green Dot Public Schools. Please note that we are unable to sponsor employment visas at this time. Applicants must already be authorized to work in the United States. ABOUT GREEN DOT Green Dot Public Schools is a non-profit network of public charter schools dedicated to transforming the public education system so that ALL students graduate prepared for college, leadership, and life. We recently entered our 25th year of empowering scholars to achieve these goals. Our schools are founded on an unwavering belief in the potential of all students, and four key elements to our school model help us unlock the inherent potential in every student we serve: quality teaching and instruction, a college-going culture, a focus on fostering leadership and life skills, and a focus on eliminating barriers to learning. We have 18 schools and over 10,000 students across Los Angeles. Our schools are located in some of the most underserved communities that have been denied access to high-quality educational opportunities, and we seek to prove that it is possible to close the access and opportunity gap that exists between low-income students and their more affluent peers. What differentiates Green Dot is our intense focus on truly serving ALL students, our collaboration with reform-minded unions, our work focused on large-scale turnarounds of schools formerly run by the districts, and our ability to take on the toughest challenges with the same public funding received by traditional district schools but accomplishing very different results. Green Dot’s results are undeniable. In 2024, all of our independent high schools were named among the best in the country by U.S. News & World Report, and we have four California Distinguished Schools. Several of our schools have received the CORE Districts’ Academic Growth Awards, which recognize schools making the greatest impact on student achievement. Additionally, Green Dot’s first turnaround, Alain LeRoy Locke College Preparatory Academy, was named Charter School of the Year by the California Charter Schools Association in 2019. Green Dot Public Schools has embedded a diversity, equity, and inclusion lens in our organizational culture, as well as in our educational and talent practices. We are committed to hiring those who reflect the diversity of our communities, and we recruit, employ, support, compensate and promote employees, without regard to their actual or perceived race, religious creed (including religious dress or grooming practices), color, national origin or ancestry (including native language spoken), physical or mental disability (including HIV or AIDS), medical condition (including cancer or genetic characteristics), genetic information, marital status (including registered domestic partnership status), sex (including pregnancy, childbirth, lactation and related medical conditions), gender (including gender identity and expression), parental status, age (forty (40) and over), sexual orientation, Civil Air Patrol status, military and veteran status, citizenship, immigration status or any other consideration protected by federal, state or local law. Please note that Green Dot Public Schools is unable to sponsor any applicant for a temporary or permanent U.S employment-based visa, nor hire any applicant currently holding a temporary U.S. employment-based visa. #J-18808-Ljbffr