Help Desk Support Specialist

Help Desk Support Specialist

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 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:

• 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.
• 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.

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.
• 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)
• 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