IT Support Associate, USA

Job Description

We’re on a mission to create a diverse group of future leaders. We do that through professional apprenticeships because we believe learning on-the-job creates a more equitable and successful path to careers. We find, train and support talented individuals, wherever they are in their career journey, and equip them with the in-demand tech, software engineering, and data skills to transform their careers and deliver a better route to growth for their employers.

We’ve had some big achievements. We hit 10,000 apprentices in our community - and counting. We launched one of the largest data apprenticeship programs in the UK with Jaguar Land Rover, and we’ve partnered with companies like Mars, Verizon and CitiBank. Not to forget becoming a mission-driven EdTech unicorn after our $220m Series D.

But we aren’t stopping here. Join Multiverse and build the future of learning at work.

The opportunity

We're on the lookout for an IT Support Associate to become the friendly face of our IT function at our New York office. In this role, you'll be the go-to person for helping our team with hardware and software questions. You'll handle incoming requests and provide support through chat, email, and in-person. Plus, you'll get to improve our processes for our USA team and work with different groups on a variety of projects. We're looking for someone who's a good communicator, knows their tech stuff, and loves solving problems. This role is more than just dealing with issues – you'll have a say in shaping how our workplace tech works!

Specifically, you will:

• Deliver fantastic support to our whole team across both software and hardware issues

• Finesse our existing processes to ensure they are as efficient as possible

• Build automations to assist us to scale quickly and effectively

• Work alongside our workplace team to ensure new joiners get the best start possible

• Create strong relationships with a variety of stakeholders

About you:

• Experience in delivering Tier 1 / 2 support to a wide range of stakeholders

• Comfortable troubleshooting and maintaining a number of SaaS platforms including Google Workspace, Zoom, Slack etc.

• Comfortable troubleshooting to resolve hardware, software, and network-related issues.

• Strong problem-solving skills, a customer service-oriented mindset, and a willingness to learn and adapt to new technologies.

• Able to provide user training both in person and virtually to a broad range of employees

• Align closely with our values and can share examples of how you have demonstrated them.

Salary Information:

The base salary range for this role is $67,000-$75,000, plus a 5% annual bonus.

Benefits

• Time off - 20 days of PTO, plus 10 additional days off: 1 life event day, 2 volunteer days, 3 days for our December company switch off and 4 company-wide wellbeing days and 11 federal holidays per year

• Health & Wellness- Health Insurance with Aetna, access to One Medical, life insurance through Metlife, gym membership & wellness resources through Gympass and access to Spill - all in one mental health support

• Family benefits - Up to 16 weeks' continuous, fully paid parental leave for primary caregivers and up to 4 weeks' fully paid leave for secondary caregivers as well as access to family planning support through Kindbody

• Hybrid work offering - with access to our New York office and the opportunity to work abroad 45 days a year

• Team fun - weekly socials, company wide events and office snacks!

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.