About Us

Shorelight is reinventing the international education experience for students worldwide. Based in Boston, the company works directly with top-ranked, nonprofit American universities to build innovative programs and high-touch, technology-driven services that help talented students thrive and become global citizens.

Job Overview

The Desktop Support Assistant is a primarily remote-based position that delivers end-to-end technology support to Shorelight employees. This position acts as the first-line technical support contact for the entire organization, so excellent oral and written communication skills, along with strong technical, multitasking, and interpersonal skills are essential. The Desktop Support Assistant works closely with onboarding procedures, which includes account creation and permissions.

Essential Functions

Technical

• Maintain and develop strong technical expertise in key technologies in use within Shorelight, which includes areas such as operating systems, browsers, voice and data networking, Zoom, Outlook email client, Office 365, Okta, and the like
• Troubleshoot and resolve IT issues via ticketing system in conjunction with remote desktop sessions
• Contribute to Help Desk Portal process documentation (“kbase articles”)
• Maintain familiarity with current and upcoming technology trends in mobile (iOS + Android) and desktop (Windows, macOS)

Support and Customer Service

• Follow up with actionable open or aging tickets, or remotely assist with applicable tickets to allow team at Headquarters to concentrate on in-person requests
• Escalate tickets proactively to appropriate senior team members or specialists
• Demonstrate high degrees of skill and tact in the areas of teamwork and interpersonal relationships, including highly effective oral, written, and listening communication skills

Minimum Qualifications

• 1+ years of experience in IT or a related field, with a strong background in operating systems, desktop support, security, networking, system administration, programming and scripting, and other IT technology areas
• Familiarity with Windows 10 and macOS operating systems, as well as a broad suite of cloud-based and SAAS applications in a business environment
• Eligibility to work in and travel freely to and from the United States without sponsorship

Preferred Qualifications

• Bachelor’s degree in computer science, information technology, or related field
• Previous IT support or customer service experience or training

Application Process

To apply for this position, please visit the Shorelight Careers page to submit an application with a resume and cover letter.

Background Check Required–Education, Criminal, Identity

Shorelight is an Equal Opportunity Employer.