Senior Desktop Support

Who We Are

Great Minds is a high-growth mission-driven organization founded by educators in 2007. As a for-profit Public Benefit Corporation we believe all students deserve access to meaningful challenging contentand all teachers deserve tools that are intuitive effective and built for the realities of todays classrooms.

We develop high-quality knowledge-rich math science and ELA curricula grounded in research and designed in collaboration with educators. Our materials reflect real classroom needs and are built to drive lasting student outcomes.

We are committed to usability coherence and practical implementationsupporting teachers not just through curriculum but with professional learning purposeful technology and responsive service that enable strong adoption and impact.

What We Build

Our productsEureka Math and Eureka Math² Wit & Wisdom PhD Science Geodes and the newly launched Arts & Letters ELAare trusted by thousands of schools and districts nationwide.

• Eureka Math is the most widely used math curriculum in the U.S. and is focused on balancing conceptual understanding procedural fluency and application.

• Wit & Wisdom and Arts & Letters ELA anchor our reading strategy with content-rich grade-level instruction that integrates literature history and the arts grounded in the science of reading. Geodes complements our reading suite with decodable texts that pair phonics with meaningful content to support early literacy.

• PhD Science is a hands-on K-5 Science program that sparks curiosity as students build enduring knowledge of how the scientific world works.

These programs reflect a shared belief in high expectations joyful rigor and deep respect for educators and students.

Where Were Headed

Great Minds is entering a new stage of growth and product maturity. We are focused on building more connected customer-informed experiences across the full educator journeyfrom curriculum to professional learning to platform and support.

Our long-term vision is to become a true partner in impactnot just delivering curriculum but supporting educators in achieving outcomes at scale.

Job Purpose

The Senior Desktop Support role is designed for a seasoned IT professional who thrives in a fast-paced collaborative environment and is passionate about mentoring others and driving service excellence. This individual will provide Tier 2 support for the Desktop Support team resolve escalated service desk issues and work closely with the Desktop Engineering team to streamline processes improve technology solutions and implement scalable IT operations.

This position reports to the Team Lead of Desktop Support and collaborates closely with the Senior Manager Service Desk to support team-wide goals service levels and technical growth initiatives.

The role also includes participation in a rotating after-hours support schedule ensuring consistent service availability during critical incidents or outages.

Responsibilities

Tier 2 Technical Support & Escalations

• Serve as the escalation point for complex or unresolved Tier 1 service desk tickets

• Troubleshoot issues involving laptops desktops mobile devices peripherals operating systems application errors and user access

• Ownership of VIP or high-priority incidents and ensure consistent communication with stakeholders

• Document solutions and standard procedures to improve issue resolution quality

• Provide after-hours support on a rotating schedule for critical incident response

Collaboration with Desktop Engineering

• Partner with Desktop Engineering on endpoint management system policies and imaging standards

• Test and support deployments via tools such as JAMF Microsoft Intune Autopilot etc.

• Provide feedback to engineering on performance gaps reliability issues or recurring end-user challenges

Process & Service Improvement

• Identify patterns in ticket data to propose systemic improvements

• Help standardize procedures for onboarding offboarding system provisioning and troubleshooting

• Create and maintain internal documentation and knowledge base resources

• Champion ITIL-aligned best practices across the service delivery lifecycle

Operational & Team Support

• Provide guidance and informal mentorship to Desktop Support staff

• Assist with device setups software installations and hardware configurations for new hires and internal moves

• Set up manage and troubleshoot advanced AV and conferencing systems including microphones speakers mixers video cameras and Zoom Room integrations into executive and standard meeting spaces

• Serve as the SME for conference room technology and provide training or documentation for employees using AV systems

• Collaborate with Facilities and Engineering to design upgrade and maintain AV infrastructure

• Support high-profile events executive meetings webinars and hybrid meetings with live troubleshooting and proactive monitoring

• Ensure a high-quality customer-first experience for both in-office and remote employees

Requirements

• 4 years of experience in desktop support with at least 12 years at a Tier 2 level or in a lead/escalation role

• Strong proficiency in Windows and macOS operating systems

• In-depth knowledge of Microsoft 365 Zoom Slack VPN and other productivity platforms

• Hands-on experience with endpoint management tools (e.g. Intune JAMF Autopilot)

• Familiarity with Jira Service Desk or similar ITSM tools

• Understanding of SSO/identity platforms such as Okta ADFS or OneLogin

• Excellent communication problem-solving and documentation skills

• Ability to balance independent problem-solving with team collaboration

• Willingness to participate in a rotating after-hours support schedule
  

Required Education

• Bachelors degree in information technology Computer Science or a related field

Status

Full-time

Location

Hybrid - On-Site in DC as needed

The expected base salary range for this position is $70000-$77000 however the offered salary may be higher or lower than the above range dependent on numerous factors including but not limited to location work experience skills and internal equity considerations. The base salary is not inclusive of benefits or other incentives.

A cover letter and resume are required to be considered for this position.

New employees will be required to successfully complete a background check.

Any communication to applicants relating to the Great Minds hiring process will only come from email addresses with the domains or . If in the course of the application or hiring process with Great Minds you are contacted through another domain are requested to provide banking or other sensitive information or you note any other suspicious activity please contact

Great Minds is an equal opportunity employer. We will extend equal opportunity to all individuals without regard to race religion color sex (including pregnancy sexual orientation and gender identity) national origin disability age genetic information or any other status protected under applicable federal state or local laws. Our policy reflects and affirms the organizations commitment to the principles of fair employment and the elimination of all discriminatory practices.

#LI-Hybrid