Help Desk Specialist

As a Help Desk Specialist, this exempt position plays a critical role in maintaining Stellar Virtual's technical operational efficiency. Moving beyond routine user support, the Help Desk Specialist is responsible for independently managing complex technical escalations, analyzing system performance, and implementing robust IT solutions for students, parents, and staff.

• Independently evaluate, prioritize, and resolve complex Tier 2 technical support escalations utilizing the Stellar Virtual IT ticketing system.
• Exercise independent judgment to diagnose non-routine system anomalies, develop custom workarounds, and implement permanent technical solutions for end-users.
• Analyze recurring technical issues to identify systemic infrastructure problems and recommend, design, or implement process improvements and system updates.
• Manage user access, authentication, and security protocols within Stellar Virtual platforms (including the LMS and Student Information System), ensuring strict adherence to data privacy regulations.
• Design, maintain, and publish advanced technical documentation, standard operating procedures (SOPs), and training materials for staff and Tier 1 support personnel.
• Serve as the primary technical liaison for major Stellar Virtual initiatives, ensuring smooth platform integrations, secure user enrollments, and seamless system migrations.
• Collaborate with vendors, software engineers, and IT leadership to evaluate new educational technologies and advise on their implementation.
• Lead technical training sessions for staff to ensure optimal utilization of enterprise hardware and software.

• Reporting Manager: Help Desk Specialist
• Status: Salary, Exempt
• Type: Regular, Full-Time (12 Months)
• Program: Stellar Virtual OMG - Corp

As a Help Desk Specialist, this exempt position plays a critical role in maintaining Stellar Virtual's technical operational efficiency. Moving beyond routine user support, the Help Desk Specialist is responsible for independently managing complex technical escalations, analyzing system performance, and implementing robust IT solutions for students, parents, and staff.

• Independently evaluate, prioritize, and resolve complex Tier 2 technical support escalations utilizing the Stellar Virtual IT ticketing system.
• Exercise independent judgment to diagnose non-routine system anomalies, develop custom workarounds, and implement permanent technical solutions for end-users.
• Analyze recurring technical issues to identify systemic infrastructure problems and recommend, design, or implement process improvements and system updates.
• Manage user access, authentication, and security protocols within Stellar Virtual platforms (including the LMS and Student Information System), ensuring strict adherence to data privacy regulations.
• Design, maintain, and publish advanced technical documentation, standard operating procedures (SOPs), and training materials for staff and Tier 1 support personnel.
• Serve as the primary technical liaison for major Stellar Virtual initiatives, ensuring smooth platform integrations, secure user enrollments, and seamless system migrations.
• Collaborate with vendors, software engineers, and IT leadership to evaluate new educational technologies and advise on their implementation.
• Lead technical training sessions for staff to ensure optimal utilization of enterprise hardware and software.

• This role requires the continuous exercise of discretion and independent judgment to diagnose hardware, software, and network anomalies, ensure data security compliance, and optimize our digital learning infrastructure.
• At least three years of experience in IT help desk, technical support, or systems administration, preferably within a school or educational technology setting.
• Demonstrated ability to exercise independent judgment and discretion in resolving complex, non-routine technical issues.
• Advanced proficiency in troubleshooting Windows, macOS, Chrome OS, Google Workspace for Education, and enterprise
• Learning Management Systems (LMS). Strong analytical skills to interpret technical data, identify trends, and engineer systemic IT solutions.
• Deep understanding of IT service management frameworks, ticketing systems (e.g., Zendesk, Jira, ServiceNow), and remote administration tools.
• Exceptional problem-solving, conflict resolution, and technical translation abilities (explaining complex IT concepts to non-technical users).
• Self-directed operational mindset with the ability to manage multifaceted IT projects independently
• Access to a private, reliable, and secure high-speed internet connection with