EF Education First: Junior Service Desk Analyst

EF Tours helps students gain new perspectives and build skills for the future through experiential learning. As an accredited institution, we partner with educators across the United States to create global travel programs that blend classroom, digital, and experiential learning for students.

The Tours Engineering team is a hub of talented engineering and creative professionals empowering EF to send groups of students and educators on guided educational tours across the world. As a member of the Service Desk team within Tours Engineering, The Junior Service Desk Analyst will work as the front-line tech support to our employees onsite in our Cambridge, MA office. You will be hands-on solving problems and providing solutions to end-users for all computer, phone, and tier 1 technical issues. You will be collaboratively working alongside team members to learn and grow your skillset as you progress your career at EF!

What youll do:

  • Manage front line support for the entire department, including triage and assignment of cases
  • Provide ticket-based and face to face technical support to a wide group of staff with diverse technical needs, both in person and remotely
    • Including, but not limited to: Windows, macOS, and mobile platform support; managing staff and computer accounts using both on-premise and Azure AD; Office 365 administration; telephony; and a wide variety of other areas and domains as they come up
  • Provide first day orientation for tech set up to new staff
  • Frequent contribution to and curation over our team knowledge base

Who you are:

  • 1-2 years of experience working full time in an IT or customer support/service role
  • The ability to clearly articulate complex ideas simply, clearly and in a way that cultivates trust and confidence
  • High levels of customer service with superhero levels of empathy
  • Conflict resolution skills and the ability to perform under pressure
  • Track record of autstanding end-user support
  • Deeply curious
  • Strong analytical and diagnostic skills
  • Learning agility - quick to learn
  • Excellent communication
  • Creative and flexible

Lets talk about the Perks:
We believe that happy people do great work. What makes us happy? Things like:

  • The opportunity to travel internationally
  • Discounts on travel
  • Three weeks paid vacation for your first year and then four weeks after your first year
  • Free in-house language classes
  • Access to a brand-new fitness center and rock-climbing wall on the EF campus
  • A restaurant and bar located in two of our EF campus buildings
  • Market-leading benefits package including top of the line health coverage, 401k with company match, tuition reimbursement, and more

EF is the worlds largest international education company providing life-changing educational experiences to create global citizens. We offer millions of people the opportunity to learn a language, travel abroad, experience another culture or earn an academic degree. Since 1965, EFs mission has been opening the world through education. Our 52,000 employees have a worldwide presence in over 600 schools and offices within 50 countries.

For more information about Education Tours, visit https://www.eftours.com

For more information about our career opportunities, visit www.careers.ef.com


Employee Testimonials

Helene Vincent
Manager of Product Innovation, Language Immersion Tours

It's a big university town so there are always concerts and cultural events. There are also people from all over the world so you can hear all kinds of languages. It's large enough to be exciting, but small enough that we have a real sense of community.

Kate Berseth
Executive Vice President

I was used to a fast-paced and informal environment in previous companies, but I think what sets EF apart is the physical office space – light, open, minimal, elegant, fun and happy. It sold me the first time I walked into the Boston office.

Angela Xu
EVP, Recruitment and Employee Development

I love the fact that there are so many universities in Boston, a city of culture and intelligence. There are so many meet ups you can join, to meet new people.