HelpDesk 1

**HelpDesk 1 (HD1)** **Location: Chandler, AZ** **Reports to: IT Director** **Employment Type: Full-Time, Non-Exempt** ##### About StrongMind StrongMind is a remote-first education and technology company on a mission to transform learning for students, families, and educators across the country. For more than 25 years, we’ve partnered with schools and districts to deliver innovative, student-centered learning experiences powered by technology, compassion, and bold thinking. We believe education should be flexible, human, and built for real life. That belief shapes how we design our products, support our partners, and work together as a team. At StrongMind, you’ll find smart people doing meaningful work, a culture rooted in trust and accountability, and leaders who genuinely care about both outcomes and people. **The Team You Will Join** You’ll be part of the HelpDesk team, working closely with IT operations, system administrators, and staff across the organization. This team is responsible for supporting staff IT systems and infrastructure, ensuring stable and secure end-user environments, and providing responsive technical support that keeps StrongMind running smoothly. The team culture is collaborative, mission-driven, and supportive, and you’ll have opportunities to learn, grow, build technical expertise, and contribute to a diverse technical culture that avoids siloed work while partnering across StrongMind and our schools. **The Difference You Will Make** In this role, your work will directly impact internal teams and staff by ensuring they have reliable, secure, and functional technology to perform their work effectively. You’ll help troubleshoot issues, improve system reliability, support onboarding, maintain IT environments, and contribute to documentation and process improvements, supporting StrongMind’s mission in a meaningful and visible way. **A Typical Day Looks Like** While no two days are exactly the same, you can expect to: - Provide both in-person and remote technical guidance and support for staff - Manage the creation, activation, and deactivation of staff user accounts - Configure and image computer systems - Set up technology for onboarding new employees - Perform special projects related to IT support - Troubleshoot and recommend improvements to system performance and reliability - Use scripts and applications in PowerShell, Python, bash, and other standard languages - Follow installation and configuration procedures, standards, and SOPs - Work as a member of the operations team to ensure technology environment stability and cohesion - Perform analysis and follow structured approaches to issue resolution - This position requires availability to work core business hours of 8:00 AM to 5:00 PM Arizona time, Monday through Friday This role balances independent work and collaboration and is well-suited for someone who enjoys problem-solving, supporting others, learning new technologies, and improving systems. **Your Expertise Includes** We’re looking for someone who brings: - Good communication skills with a customer-service-oriented attitude - Professional conduct, including appropriate language, actions, and attire - Strong team collaboration skills - Ability to prioritize work and handle multiple tasks independently and with others - Ability to work well under pressure, meet deadlines, and maintain professionalism - Experience with AI tools that enhance creativity and solutions development - Knowledge and proficiency in Microsoft Office - Experience with network technologies (TCP/IP, DNS, DHCP) - Experience working with Windows, Mac, and ChromeOS - Experience with Windows 10/11, Windows Update Services, and deployment - Hands-on experience troubleshooting hardware issues - Experience with network printers and DHCP/DNS issues - Experience configuring antivirus and security software - Ability to follow and contribute to technical documentation (SOPs) - 1+ years of experience in a Help Desk position or releva…