Working with KinderCare Learning Companies means using your outstanding talents to help set the foundation for lifelong learners, where you can collaborate with colleagues, grow and learn, and positively impact the families we serve.

With over 50 years of experience, 30,000+ employees, and more than 2,000 early learning center programs, we are the most accredited leaders in early childhood education. Together, we create environments where kids grow and thrive. As one of only four companies to receive the Gallup Exceptional Workplace Award six times, we’re confident that you can grow and thrive here, too. We can’t wait to meet you.

Tech Support Analyst

KinderCare Learning Companies is searching for a passionate, energetic team member for its Tech Support team. In this role, you will have a unique opportunity to positively transform and improve KinderCare's IT services while you delight your customers. You are the ideal team member if you are passionate about customer experience and service, love solving technical issues, are a clear and positive communicator, and have a curiosity about building meaningful relationships with your customers. As a Tech Support Analyst, your responsibilities will include solving network issues, configuring laptops and operating systems, and using remote desktop support tools to provide immediate support. You will use email and chat applications to give customers quick answers to simple IT issues. For more complex problems, you will interact over the phone to ensure complete resolution of all technical issues.

Job Responsibilities:

• Serve as front line support for KinderCare via phone support, ticketing system, email and chat

• Transform the interaction with our customers with empathy, compassion, and a determination to resolve their technical issues in a timely manner

• Act as single point of contact, by taking ownership of customer issues reported and seeing problems through to resolution

• Diagnose and solve technical issues related to hardware, software, account maintenance or connectivity

• Track and document issues through to resolution, within the agreed time limits, providing prompt and accurate updates to customers along the way

• Properly call out unresolved issues to appropriate internal teams (e.g. Network, Development)

• Prioritize and handle several open issues at one time

• Participate in building a robust knowledge base, authoring content, maintaining existing content and promoting the use of self-service to employees

• Perform request fulfillment tasks, such as: ordering, receipt, and installation of software, hardware, accessories

• Handle, maintain and update asset management inventory for IT systems using SCCM, ServiceNow, and others

Qualifications:

• Outstanding written and verbal communication skills via phone, email and chat

• Excellent organizational and time management skills

• Demonstrated growth experience, showing a consistent track record of taking on new challenges and driving their success

• Superb communication skills and telephone manner

• Ability to work in a fast paced, environment to meet time constraints

• Ability to work from home effectively, including time management, frequent and effective communication with peers, management and customers

• Hands-on experience with Windows, Linux and Mac OS environments

• Familiarity with remote desktop support tools

• If local to Portland, flexibility to work in the office as part of a rotation

Education/Certifications:

• 2 +years of Desktop Support, IT Help Desk Technician or Support Engineer experience

• High School graduate or equivalent, 2 or 4 year college degree a plus

• Additional certification in Microsoft, Linux, Cisco, Jamf, Apple or similar is a plus

Our benefits meet you where you are. We’re here to help our employees navigate the integration of work and life:

• Know your whole family is supported with discounted child care benefits.

• Breathe easy with medical, dental, and vision benefits for your family (and pets, too!).

• Feel supported in your mental health and personal growth with employee assistance programs.

• Feel great and thrive with access to health and wellness programs, generous paid time off and discounts for work necessities, such as cell phones.

• … and much more.

At KinderCare Learning Companies you'll use your skills and expertise to help craft and contribute to our shared mission of supporting communities and encouraging lifelong learners. From our teachers to our cooks to our financial analysts, we are all passionate about crafting a world of learning, happiness and adventure for more than 150,000 children every day.

As the first national early childcare education provider to achieve the WELL Health-Safety Rating from the International WELL Building Institute, we continue to follow the latest science-backed and evidence-based strategies for maintaining a safe and worry-free workplace.

Our highest priority has always been to keep our employees, children, families, and communities as safe and healthy as possible. KinderCare highly encourages its employees to be vaccinated against COVID-19 to protect themselves and their communities. We are proud to provide paid time off for employees to receive the COVID-19 vaccine. We are also subject to state law, local ordinances, and Health Department requirements for employees working in child care, school facilities, and corporate work spaces.

We truly believe that everyone belongs in our circle, and everyone deserves to be celebrated for who they are. By partnering with underrepresented groups and experts in DEI, we are identifying areas to improve and forging a path forward through accountability, compassion, accessibility, and inclusion.

KinderCare Learning Companies is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, age, sex, religion, disability, sexual orientation, marital status, military or veteran status, gender identity or expression, or any other basis protected by local, state, or federal law.

Primary Location : Portland, Oregon, United States

Job : Corporate