IT Support Technician

About Niche
Niche is the leader in school search. Our mission is to make researching and enrolling in schools easy, transparent, and free. With in-depth profiles on every school and college in America, 140 million reviews and ratings, and powerful search tools, we help millions of people find the right school for them. We also help thousands of schools recruit more best-fit students, by highlighting what makes them great and making it easier to visit and apply.

Niche is all about finding where you belong, and that mission inspires how we operate every day. We want Niche to be a place where people truly enjoy working and can thrive professionally.

About the Role
We are looking for a detail-oriented and hardworking tech enthusiast with exceptional customer service skills to join our growing IT Team. In this position, you will be responsible for providing technical assistance and support to team members with computer systems, hardware, or software issues - making this a critical and high visibility role. You will also help to manage the onboarding setup and deployment of systems for new hires at a quickly growing company. As an IT Support Technician, you will help Niche improve and scale its IT infrastructure, adopting a remote friendly experience for our teams across the U.S and expanding our headquarters in Pittsburgh.

What You Will Do

During the 1st Month

  • Attend onboarding sessions to better understand our internal processes and learn about the company
  • Collaborate with various team members to learn how your role fits within the team, the tech department, and Niche as a whole
  • Shadow Infrastructure team members to learn more about our tech stack, the products we support, and current processes
  • Understand our employee onboarding flow and work with our People Team to provision equipment and accounts for new hires
  • Handle basic support requests for Niche teams and become familiar with the needs of various teams, common issues, and points of contact
  • Start planning for the return of operations at our on-premises office location and facilitating a hybrid of remote and on-premises employees

Within 3 Months

  • Be fully self sufficient in working  in the ticketing system; meeting SLAs
  • Start covering gaps in documentation that can help teams self-service when issues arise. Documentation should be clear and easily accessible to ease the burden of repeated requests.
  • Improve on the existing onboarding process. Define the experience for new employees to hit the ground running with the equipment and software requirements for their role
  • Be a contact for vendors to resolve application issues
  • Fully understand IT supported software applications and platforms
  • Work with the return to office committee to carry out actions to ensure a safe and efficient return to the office 
  • Initial phase of office opening for limited capacity

Within 6 Months

  • Lead the onboarding process from provisioning equipment to application assignment
  • Be a primary point of contact for support
  • Interact with and enable teams across the organization to find ways to make their job easier.
  • Contribute to research and trials of new tools and solutions to new problems that arise with scale
  • Maintain and perform routine maintenance on applications used
  • Identify areas for professional development, set goals, and see them through

Within 12 Months 

  • Implementation of new tools and solutions using a well researched plan
  • Continue role as a primary contact for support
  • Continue to look for opportunities to improve processes
  • Solidify understanding and breadth of the IT tech stack
  • Continue to create knowledge articles

What We are Looking For

  • Educational background in Information Technology
  • 2-3 years relevant experience in a fast paced environment
  • Desktop/laptop hardware troubleshooting
  • Familiarity with AD, DNS, DHCP
  • Proficient in Windows
  • Basic command line and powershell scripting experience
  • Strong desire to provide top class customer service
  • Eager to learn new technologies
  • Able to communicate effectively via phone, chat/tickets, and video web meetings
  • Ability to manage current and new technologies
  • Able to lift/carry 25+ pounds
  • Must be able to work in the office as needed

Useful Experience

  • Mac and Linux experience a plus
  • OS imaging and deployment tools
  • Google Workspace administration

Why Niche?

  • Full time, salaried position with competitive compensation
  • Comprehensive health plan, including vision and dental, provided at no cost to the employee.
  • 20 PTO days, 10 Paid Holidays and 3 Volunteer Days Off per year
  • Parental leave
  • Stock options and 401(k) with company match
  • Your ideas and work will make an immediate impact on our company and millions of users

Niche will only employ those who are legally authorized to work in the United States without sponsorship now or in the future for this opening.

Candidates only.  No recruiters or agencies, please. All of our open positions are located in our Pittsburgh, PA office. Sorry, we do not offer relocation assistance.

Niche is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. Therefore, we provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable law. 

As interviews are being held remotely, if there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.


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Working at Niche

Niche is a rapidly growing team, headquartered in Pittsburgh, with employees throughout the U.S. Read more about Niche and learn more about our team.

We believe people deserve the highest quality information, guidance, and tools to inform their biggest life decisions, like selecting their school. Join our team to help solve the hard problems and make it easy for people to find where they belong.

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