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 for other team members and as a mentor to 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 to ensure complete issue resolution.

Key Information

• Application Deadline: September 26, 2025

• Target Start Date: October 08, 2025

• Location: Remote

Questions: please contact peopleteam@nols.edu

What does an Escalated Support Technician do?

• User Support

  • Daily Tier 3 user-level support and ticket management

  • Manage escalations to subject matter experts (SME) (e.g network engineering).

  • Coordination with SME on problem resolution.

  • Peer mentorship/coaching of User Support Specialists.

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

  • Participate in 24/7 on call coverage as required.

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

  • Cross-train on backup and recovery of data on all NOLS workstations – e.g. Druva, JAMF.

  • Cross-train on cloud-based communication tools and services – e.g Jira, Jira Service Management, Confluence, Office 365.

• Other Duties

  • Participates in change management processes at NOLS as required.

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

In your first 6 months, you will: 

• Provide excellent Tier 3 support to the NOLS user base and collaborate with the SMEs within IT.

• 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 in/Support IT projects as needed.

• Identify areas where your background can support NOLS User Support Services optimally.

What makes a great Escalated Support Technician at NOLS? 

We are looking for people who share our values and are keen to learn and develop their expertise. While our ideal candidate comes 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 the use of Microsoft Active Directory.

• Experience in supporting Multifactor Authentication.

• Strong knowledge of desktop applications and end-user security in an Apple environment, including the configuration of macOS, Windows, MS Office, and browsers

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

• Understanding of networking and VoIP telephony

• Experience managing VPN accounts and troubleshooting issues

• Proven ability to use ticketing and asset management systems; Administrative experience a plus

• Experience with software deployment using JAMF or similar software; Administrative experience a plus

How to Apply

It’s super easy! Just enter your email and click the “start your application” button at the top of the screen and answer a few simple questions for the hiring committee to get a better idea of what you could bring to this role. 

At NOLS we use the Applied platform for our recruitment. The Applied platform will ask you some demographic questions before you start your application. We at NOLS never see the responses to these demographic questions with your application. We only see summary statistics to help us check if our candidate pool is balanced and if everyone has an equal chance to get hired, irrespective of their background. If you prefer, you can easily opt out of answering these questions.

Who is NOLS?

NOLS is a nonprofit global wilderness school that strives to be the leading source and teacher of wilderness skills and leadership that serve people and the environment. Our community—staff, students, trustees, and alumni—shares a commitment to wilderness, education, leadership, safety, community, and excellence. 

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.

Why is NOLS a great place to work?

• Global Reach: With locations across the U.S. operations in six countries, and courses running in all 50 states and more than 10 countries, you’ll be part of an organization with a truly worldwide impact.

• Course Discounts: Receive special pricing on NOLS courses for yourself and your family.

• Comprehensive Benefits: Full-time employees are eligible for a robust benefits package, including medical, dental, and vision coverage.

• Flexible Time Off: We offer a flexible time off policy that empowers employees to take the time they need for rest, adventure, and personal priorities without the constraints of traditional accrual systems.

• Employee Assistance Program: Access confidential, 24/7 counseling and support services to help you maintain balance and well-being.

Additional Information

To support pay transparency and equity, the posted salary range is fixed. We encourage you to explore our opportunities that fit your pay expectations. 

NOLS currently can support remote employees with legal working rights in the following locations: Canada; Chile; India; Mexico; New Zealand; the US, states: Alaska, Arizona, California, Colorado, Connecticut, Idaho, Maine, Minnesota, Montana, New Mexico, New York, North Carolina, Oregon, Pennsylvania, Utah, Washington, and Wyoming.

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

• NOLS participates in e-verify for U.S. employees, Certificado de Antecedentes for Chilean or Mexican 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 People Team 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.

NOLS does not discriminate on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, age, genetics 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.

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 by emailing peopleteam@nols.edu with your request. z