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Technical Support Specialist

Russian School of Mathematics Newton Part-Time
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RSM’s unique approach develops critical thinking and has built excellence in math since 1997.  Recently featured by URL blocked - click to apply and the URL blocked - click to apply magazine as one of the players in the “Math Revolution” and ranked one of the best schools in the world by the Johns Hopkins Center for Talented Youth, RSM helps children of all levels build a solid math foundation and develop their critical-thinking and problem-solving skills.  For nearly two decades, RSM students have consistently achieved remarkable scores on standardized tests and in national and international math competitions, although attaining top test scores is just one of the benefits of our program. RSM helps students of all levels become more confident in math and develop a deeper understanding of the subject

The Russian School of Mathematics is hiring a Technical Support Specialist. This is a part-time, onsite position in the afternoons and late evenings in our Headquarters office in Newton, MA

If you’re naturally a helper, enjoy assisting people with computer issues and are able to explain technical details simply, we’d like to meet you. If you are in the beginning of your career or looking to supplement your income, this is a good place to start. The primary goal of this position is to ensure smooth operation of virtual classrooms by students and teachers.

Responsibilities:

  • Research and identify solutions to software and hardware issues
  • Diagnose and troubleshoot technical issues, including account setup and access privileges
  • Ask customers targeted questions to quickly understand the root of the problem
  • Talk clients through a series of actions via chat, until they’ve solved a technical issue
  • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
  • Provide prompt and accurate feedback to customers
  • Refer to internal database or external resources to provide accurate tech solutions
  • Ensure all issues are properly logged
  • Prioritize and manage several open issues at one time (multitasking)
  • Document technical knowledge in the form of notes
  • Maintain friendly and professional relationships with clients bearing in mind most of them are young children and their parents.

Qualifications:

  • Hands-on experience with Windows/Linux/Mac OS environments
  • Good understanding of computer systems, video and audio equipment, mobile devices and other tech products
  • Ability to diagnose and troubleshoot basic technical issues
  • Familiarity with virtual classroom environments is a plus
  • Excellent problem-solving and communication skills
  • Ability to provide step-by-step technical help, both written and verbal
  • Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus

Desired, but not required:

  • Work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
  • BS degree in Information Technology, Computer Science or relevant field

RSM embraces diversity and is committed to attracting qualified candidates who also embrace and value diversity and inclusivity. RSM is an Equal Opportunity/Affirmative Action Employer

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Recommended skills

Desktop Support
Help Desk
Information Technology
Technical Support
Multitasking
Complex Problem Solving
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