Information Technology Support Technician

EAB - Washington, DC

About EAB

At EAB, our mission is to make education smarter and our communities stronger. We harness the collective power of more than 1,600+ schools, colleges, and universities to uncover and apply proven practices and transformative insights. And since complex problems require multifaceted solutions, we work with each school differently to apply these insights through a customized blend of research, technology, and services. From kindergarten to college and beyond, EAB partners with education leaders, practitioners, and staff to accelerate progress and drive results across three key areas: enrollment management, student success, and institutional operations and strategy.

At EAB, we serve not only our partners but each other—that's why we are always working to make sure our employees love their jobs and are invested in their community. See how we've been recognized for this dedication to our employees by checking out our recent awards.

For more information, visit our Careers page.

The Role in Brief:
Information Technology Support Technician

This role is based in Washington, D.C.

Primary Responsibilities:
Provide technical assistance and support for incoming requests and issues related to computer systems, software, hardware and audio-visual technology
Troubleshoot issues in order to diagnose and identify solutions
Remain accountable to the service tickets generated, seeing solutions through in a comprehensive timely manner
Connect with staff to build appropriate rapport; best understanding the needs, expectations, and requirements to achieve a high level of service and excellent employee experience
Assist in the set up and operation of AV systems, including both internal and external events

Basic Qualifications:
High school diploma or Associate's degree and/or IT certification
Effective interpersonal and communications skills
Critical thinking and an ability to creatively solve complex issues
Able to work independently and autonomously
Proven customer service skills with a focus on attention to detail
Proven multi-tasking skills in a fast-paced environment

Ideal Qualifications:
2+ years of experience in an application support setting
2+ years of experience in project management and client management
Experience with JIRA
Experience with Salesforce or other CRM tools
Solution-focused problem solving

Consistent with our belief that our employees are our most valuable resource, EAB offers a competitive and inclusive benefits package.

Medical, dental, and vision insurance; dependents and domestic partners eligible
401(k) retirement plan with company match
20+ days of PTO annually, in addition to paid firm holidays
Daytime leave policy for community service or fitness activities (up to 10 hours a month each)
Paid parental leave for birthing and non-birthing parents
Phase Back to Work program for employees returning from parental leave
Infertility treatment coverage and adoption or surrogacy assistance
Wellness programs including gym discounts and incentives to promote healthy living
Dynamic growth opportunities with merit-based promotion philosophy
Benefits kick in day one, see the full details here.
At EAB, we believe that to fulfill our mission to “make education smarter and our communities stronger” we need team members who bring a diversity of perspectives to the table and a workplace where each team member is valued, respected and heard.

To that end, EAB is an Equal Opportunity Employer, and we make employment decisions on the basis of qualifications, merit and business need. We don’t discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law.