NOLS has embarked on a multi-year digital transformation modernizing the applications and tools supporting the school. The IT Support team acts as the first point of contact for IT related requests (change, problem, hardware/software, accounts, systems, network, database).  The Goal/Objective of the IT Support team is to provide exemplary service and support to the NOLS community and identify process improvement opportunities to gain efficiencies. 

The Escalated Support Technician is a service-oriented role that ensures NOLS employees, faculty, and partners (or sponsors) have the technology-centered tools required to do their jobs and feel supported by the IT organization. This role serves as an escalation point from and mentor to the other members of the User Support Services team in their efforts to serve the user community.  Additionally, this role will interact with other members of the IT organization and the school in the service of issue resolution.

This position reports to the IT Support Manager.

Key Logistical Information:

• Benefits: eligible for Health Insurance, Dental Insurance, Vision Insurance, Flexible Spending account, Life Insurance, Accidental Death and Dismemberment Insurance, Long Term Disability, Employee Assistance Program, Paid Time off, 403(b), 403(b) contribution.

• Questions: Please contact peopleteam@nols.edu

What does a User Support Services III- Escalated Support Technician do?

This role is in our IT Support team. As a User Support Services III-Escalated Support Technician, below is a list of essential duties and responsibilities of the position:

User Support

•  Daily Tier 2 user-level support.

•  Manage escalations to Tier 3 (software engineering, network engineering, 3rd party providers).

• Coordination with Tier 3 on problem resolution.

• Peer mentorship of User Support Specialists.

• Cultivate an understanding of the use of software throughout the school.

• Participate in 24/7 on call coverage as required. (Participate in a rotating schedule of 24/7 on call scheduling).

• Collaborate with Managed Service Providers or NOLS Vendors to fulfill customer data requests.

• Cross-train on backup and recovery of data on all NOLS workstations.

• Cross-train on cloud-based communication tools and services.

• Update tickets for both end user and IT consumption.

Other Duties

• Participates in data governance, change management processes at NOLS as required.

• Keeps abreast of new features and functionality available in the tools we use.

• End user training as needed to support new technologies.

What makes a great User Support Services III-Escalated Support Technician at NOLS? 

We are looking for people who share our values and are keen to learn and develop their expertise. We are looking for candidates with the skills listed below. We expect to provide training and development support in some of the areas.

• An Associate’s degree (or higher) in computer science, management information systems, or related field, or equivalent combination of education and work experience is required.

• Five (5) or more years of professional experience in technical user support preferably in the education / non-profit industry.

• Experienced in use of Microsoft Active Directory.

• Experience in supporting Multifactor Authentication.

• Experience understanding data flow and writing SQL queries a plus.

• Strong knowledge of desktop applications and end user security in a primarily Apple environment.

• High comfort level working with configuration of macOS, Windows, MS Office, and browsers (Chrome, Firefox, Safari).

• High comfort level with supporting and managing access to cloud-based applications.

• Basic understanding of networking and VoIP telephony.

• Understanding of remote access via VPN and experience managing VPN accounts and troubleshooting issues.

• Proven ability to use a ticketing and asset management systems.

• Experience with software deployment using JAMF or similar software.

• Provides excellent end user communication and supports.

• Ability to communicate with end users across multiple mediums including phone, email / ticketing system, online meeting tools such as Microsoft Teams.

• Strong written communications for updating tickets and ticket resolutions.

In your first 6 months, you will: 

• Provide Tier 2 support for the IT support team as well as end users.

• Become proficient in using JIRA incident management system with internal and external teams.

• Become an IT SME as it relates to understanding the various business areas needs/requests.

• Participate/Support Transformation projects as needed.

Who are we and what can we offer you?

NOLS is a nonprofit global wilderness school that seeks to help people step forward boldly as a leader.

We believe that anyone can be a leader; it is our role to provide the environment and training to help people discover their full potential. We do that in classrooms close to home and in remote wilderness areas around the world. We are an organization with heart, expertise, and wildness, and these qualities help us support powerful, authentic experiences.

NOLS really is a great place to work:

• We have locations in seven U.S. states and six countries; and courses in all 50 U.S. states and over 10 countries.

• We have fantastic employee discounts on top outdoor gear brands

• We offer discounts on NOLS Courses for you and your family

• All employees can benefit from free Outdoor Equipment "Rental" at our various locations

• Insurance Coverage: Medical, dental, and vision benefits are available at a special NOLS rate to seasonal employees. Full-time employees are eligible for a benefits package. 

• Paid Time Off:  For new employees, this starts at 26 days per year. NOLS World Headquarters observes 10 annual holidays and those holidays also reduce PTO balances.

• Wellness Time: Accrued leave that may be used for many HR-approved reasons throughout the year.

• Employee Assistance Program: Access to counselors that are available 24/7 to assist employees with work-life balance concerns.

Next steps

All you need to do is start the process by clicking on the yellow button on the top right.

You’ll answer some questions that are related to your day-to-day job. After the job closes, your answers will go through our sift process: all answers will be anonymized, randomized and then reviewed by a panel of reviewers. If you are shortlisted, we’ll invite you to the next step, which includes an interview.

Additional Information

NOLS can currently employ remote employees who have legal working rights in the United States, Canada. We can support remote employees in the following states/provinces: Alaska, Arizona, British Columbia, California, Colorado, Connecticut, Idaho, Maine, Minnesota, Montana, New Mexico, New York, North Carolina, Ontario, Utah, Washington, or Wyoming.

Pre-Employment Check

• A criminal background check is required from all NOLS employees.

• NOLS participates in E-verify for U.S. employees, and other relevant employment verification systems based on location.

• Current NOLS employees please note it is NOLS policy to conduct an internal reference check with human resources and/or your current supervisor as part of the reference check process. If you have any questions or concerns about this process please contact peopleteam@nols.edu.

Equal Employment Opportunity

NOLS does not discriminate on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, age, genetic information, disability unrelated to job or admission requirements, or status as a protected veteran. The school’s nondiscrimination policy applies to all phases of its employment process, its admission and financial aid programs, and to all other aspects of its educational programs and activities. Retaliation directed to any person who pursues a discrimination complaint or grievance, participates in a discrimination investigation, or otherwise opposes unlawful discrimination is prohibited.

Reasonable Accommodation

NOLS values community and fosters a sense of belonging for our employees and applicants. We are committed to providing reasonable accommodations in the workplace because they embody these values, as well as our operating principle of promoting a positive, safe, and learning environment. Reasonable accommodations may be requested for disability; limitations related to pregnancy, childbirth, or a related medical condition; religion; and domestic violence, sexual assault, stalking, or harassment. Reasonable accommodations may be requested at any point of the employment process, including during recruitment. Please email peopleteam@nols.edu with your request.