As a member of the IT Service Desk team at EF Educational Tours, the IT and Facilities Coordinator will provide front-line technical and office facilities support for our staff in our new office in Austin, Texas. While reporting into our Head of IT Support in our Boston office, you will be hands-on working with our Director of Operations in the Austin office to support our staff. You will be collaboratively working alongside the IT Service Desk team across our offices to learn and grow your skillset as you progress your career at EF! This is an on-site position expected to be in the office on a full-time schedule.

What you’ll do:

IT Support:

• Manage front line support IT support alongside the entire Service Desk team, including timely triage, escalation and resolution of cases for staff in our Austin office and across other EF locations

• Provide ticket-based and in-person technical resolution to a wide group of staff with diverse technical needs in the Austin office

  • Including, but not limited to: Windows, macOS, and mobile platform support; managing staff and computer accounts using Azure AD; Office 365 administration; telephony; and a wide variety of other areas and domains as they come up

• Enable all EF staff to be setup for success by providing end-to-end technical configuration and support

• Frequently contribute to our team knowledge base and document processes and best practices.

Facilities Support:

• Work closely with our Director of Operations and staff in Austin to support facilities projects and keep office up to date and well organized

• Support projects as they arise that include, but are not limited to, building issues, handling shipping requests, employee desk setups and moves, building relationships with external vendors, printer support and set up, supporting office-wide network issues

• 2+ years of experience working full-time in an IT customer-facing support role

• Interest in supporting facilities-based projects with the ability to carry and lift items such as, but not limited to, heavy boxes; monitors/screens; office furniture

• Strong communication skills, both verbal and written, with the ability to clearly articulate complex ideas in a way that cultivates trust and confidence

• High levels of customer service with superhero levels of empathy

• Conflict resolution skills and the ability to perform under pressure

• Track record of outstanding end-user support

• Self-starter who is motivated in an autonomous environment with the ability to continuously learn and ask questions

• Deeply curious

• Strong analytical and diagnostic skills

• Learning agility

• Creative, flexible, and adaptable

At EF Education First, we believe that the world is better when people try to understand one another. Since 1965, EF has helped millions of people see new places, experience new cultures, and learn new things about the world and about themselves.