Location: Boston, MA

Position is available: Immediately

WHO WE ARE

Achievement Network (ANet) is a nonprofit dedicated to educational equity. We help schools boost student learning with great teaching that's grounded in standards, informed by data, and built on the successful practices of educators around the country. Founded in 2005, ANet now serves over 700 schools educating over 230,000 students across the country. Our support has consistently helped our partner schools—both district and charter—achieve breakthrough results for their students.

ANet has received multiple awards and recognitions, most recently receiving the highest ratings (Tier 1) on our math and ELA formative assessments from the Louisiana Department of Education, the only organization to receive such high marks. We were also named to The NonProfit Time's “Best Nonprofits to Work For” and in the 2018-19 school year will be launching the Breakthrough Results Fund, a four-year collaboration to prove what's possible in instructional improvement.

ANet is a dynamic, values driven, team-oriented organization that is committed to the growth and development of all staff members. Individuals who join ANet have the opportunity to join an exceptional team of colleagues committed to helping schools drive excellent teaching and learning by investing in each other and learning together.

THE OPPORTUNITY

We are seeking someone who is passionate about technology and seeks to delight our staff by creating an amazing technology experience! The Associate will join a Tech Experience Team that supports the technology for and acts as a thought partner around technology decisions to over two hundred staff members nationwide. Whether responding to a tech support ticket or setting up a new staff member's laptop, the Associate's high-quality customer service will ensure staff members have the technical resources and support they need to be effective in their day-to-day work. This is an exciting opportunity to gain first-hand experience in solving technology challenges in a dynamic nonprofit environment.

The Associate will report to the Managing Director, Information Technology.

WHAT YOU'LL DO

Provide an amazing customer experience and ensure tickets are solved in a timely, professional manner with the least possible impact on the people we support by:

Help create a Tech Experience environment that goes beyond just providing support to create a great customer service experience.

Responding to Help Desk tickets and seeking to understand the details of the problem, ensuring timely resolution or escalation, communicating promptly on progress, and interacting with staff with a consummately positive and responsive approach.

Helping to ensure everyone has the technology tools they need to do their job by identifying trends and making recommendations to solve technology pain points

Maintain records/logs of all incidents and requests, and fixes/repairs and document resolutions and updates knowledge bases.

Grow general knowledge of current systems and hardware, increasing the ability to resolve requests on the first contact.

Maintain and protects the confidentiality of information.

WHO YOU ARE AND WHAT YOU BRING

In order to be successful in this role, candidates must demonstrate the following:

You have a passion for technology and a desire to learn new things and grow your skills as a customer experience technologist

You are skilled at problem-solving and can adapt in a fast-paced environment that requires managing constantly changing priorities while driving toward deadlines

You are collaborative and have a service-oriented mindset when addressing and supporting the needs of others

You are motivated by collaboration and teamwork and know how to use strong communication and relationship-building skills to get work done

You believe in ANet's mission and share our passion for increasing opportunities for children in underserved communities while operating with a sense of urgency in the support of schools

You are committed to living out ANet's Core Values daily and are open to examining personal archetypes and bias while discussing topics related to race, class, and privilege, all of which relate to our Advance Equity and People Matter values.

WHAT WE OFFER

Benefits we offer include: health, dental and vision insurance where ANet pays 80% of the cost of these benefits for employees and their families/domestic partner; 3 weeks of vacation (4 weeks after two years with ANet); 10 paid holidays with paid days off between the Christmas and New Year's holidays; a paid floating holiday; paid sick & personal days; paid parental leave; retirement plan options; commuter benefits; tuition reimbursement; flexible spending accounts; short and long-term disability coverage; and basic life and personal accident insurance.

HOW TO APPLY

We are now accepting applications for this position, which will be reviewed on a rolling basis. To apply, please click on the blue “Apply” button. You will then be prompted to complete a brief application and upload a resume and thoughtful cover letter in which you outline why you are interested in working for ANet and how your skills and experience meet the qualifications of the position.

ANet is committed to maximizing the diversity of our organization. We are an equal opportunity employer and encourage individuals of all ethnic and racial backgrounds and gender identities to apply to our positions.