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Helpdesk Support Technician

Osmo is an award-winning accelerated learning system that changes the way homes and classrooms interact with technology. Osmo combines physical interactions with digital experiences to make learning more engaging, fun, and effective. Osmo is growing and expanding rapidly as the education market continues to be redefined and is seeking individuals who are passionate about education and building great learning and teaching experiences with new technologies.

Osmo is part of BYJU’S since 2019, the largest and fastest-growing education technology startup globally. BYJU’S and Osmo are working together to bring the love of learning to homes and schools everywhere.

Reporting to the Desktop Support Lead, the Desktop Support Technician will perform a variety of technical and resource services in support of the installation, configuration, and maintenance of all of our computer systems and devices. This position requires strong technical skills, the ability to communicate with anyone in the organization, and strong organizational skills.

Roles and Responsibilities

• Assist with deployment, maintenance and troubleshooting of our fleet of hardware, including laptops, phones, and tablets (Basic familiarity with MDM (particularly JAMF Now) a plus)
• Manage, audit and configure software of all types across multiple platforms including web, PC, and mobile
• Manage software licenses
• Manage support queue of employee requests, including triage and escalating tickets to appropriate departments (Familiarity with Jira Service Desk a plus)
• Assist with basic onsite hardware setup and maintenance, including office peripherals such as printers and Zoom Rooms
• Ability to manage multiples tasks and deadlines in a distributed, world-wide environment
• Troubleshoot hardware and software problems
• Ability to learn and take on new IT-related tasks

Requirements

• Associates Degree or equivalent experience in IT Helpdesk Support in an enterprise environment
• Experience with MacOS, Windows and iOS
• Strong internal Customer-Service orientation

This position will be a hybrid schedule. WFH will be available when possible but this position will require being onsite in the Palo Alto office at least a few days a week as needed.