Helpdesk Volunteer

Resilience, Inc. is a nonprofit organization that is dedicated to improving the mental health of students, as well as reducing mass shootings, suicide, and depression. Resilience, Inc also works to combat declining test scores, low student engagement, and a slew of other social issues.

Our organization focuses on offering Social Emotional Learning tools to enable K-12 schools to teach emotional intelligence through five core topics; self-awareness, self-control, social awareness, relationship management, goal setting, and effective decision-making. Resilience, Inc. also provides tools for acquiring and maintaining inspiration, hope, and overall well-being.

Our mission is to teach SEL at every school in the country. It is a tough challenge, but we know “No Challenge, No Change.” If you are also concerned about children’s mental health and social being, join us! Become a member of Resilience, Inc, and help change the way schools approach mental health.

Key Responsibilities:

User Support:

• Provide first-line support to employees using Striven, addressing inquiries, troubleshooting issues, and guiding them through various functionalities.

Ticket Management:

• Effectively manage helpdesk tickets, ensuring timely and accurate resolution of employee-reported issues related to Striven

Software Assistance:

• Serve as a subject matter expert on Striven, assisting employees with navigation, data entry, and utilizing advanced features.

Problem Resolution:

• Collaborate with the Striven support team to identify and resolve complex technical issues, providing a high level of service to internal users.

Documentation:

• Contribute to the creation and maintenance of internal documentation, including user guides and FAQs, to empower employees to use Striven effectively.

Customization Assistance:

• Assist employees with customizing Striven based on departmental needs and provide guidance on optimizing workflows.

Feedback Collection:

• Gather feedback from employees to identify areas of improvement, usability concerns, and potential enhancements to Striven.

Continuous Learning:

• Stay updated on new features and updates in Striven, ensuring comprehensive knowledge to address employee inquiries effectively.

Qualifications:

• Currently pursuing or recently completed a degree in Information Technology, Computer Science, or a related field.
• Basic understanding of IT concepts, networking, and software applications.
• Strong communication skills and ability to provide excellent customer service.
• Detail-oriented with a problem-solving mindset.
• Familiarity with Google Workspace (formerly G Suite) applications is a plus.
• Able to work independently.
• Able to work on a team and attend remote weekly meetings.
• Reliable, punctual, and pays attention to details.
• Possess strong communication and interpersonal skills.