When you join Sallie Mae, you become a champion for all students.

We’re on a mission to power confidence as students begin their unique journey. To help them plan their higher education, successfully finish, and prepare for life after school. To help them Start smart. Learn big.

Students need guidance navigating this important time in their life. They need someone who acknowledges that their education path is unique. They need a partner willing to evolve and not only meet but surpass their expectations. We’re changing. Because students need a better way.

We’re looking for people who are excited to drive this transformation. To break barriers and think of new ways to adapt, help, and create better experiences for students—and for each other.

This is where diverse backgrounds, beliefs, and perspectives matter. It’s where you’re empowered to bring your authentic self to work.

Feeling your best allows you to do your best. Our benefits take care of the whole you—from physical and mental to financial and professional. You’ll get opportunities to further your education and career, support for you and your family (including your pets!), paid time off to volunteer for the things that matter to you, and more.

We’re obsessed with impact and making a real difference. For us, that means putting relationships first, asking “why not?” when tackling challenges, and continuously learning new skills.

Come do more than join something, change something. For students, for future generations, for the future of education.

What You'll Contribute

End User Technology and Operations Support provides IT Services to 2,000+ users, assisting with efficiently using corporate IT technology. We are often the first point of contact for staff seeking help with Technology issues and requests. In this role you’re responsible for resolving Computer Technology issues and fulfilling standardized requests for products and services used throughout the business. Cross functional collaboration with other Technology teams as well as interfacing and coordinating with Vendors. Attendance of assigned training and department meeting. This role also requires participation in a week long on call rotation schedule and occasional after hours onsite support for Infrastructure Technology projects that must be completed outside of normal business hours.

What You'll Do

• Provide technology support and customer advocacy for users of Sallie Mae’s Business Information Technology Systems tracked via tickets(Incidents, Request, Tasks, etc) in ServiceNow-Using various IT tools to provide onsite and remote end user support for Computer system software and hardware issues.Imaging Computers and deploying Software with tools like SCCM, Intune and JAMF-Provide assistance with IT equipment moves and change requests-Participate in on-call rotation that includes after hours support-Shipping, Receiving and Inventory control-Participate in research, evaluation, testing and implementation of new technologies-Assist with enrolling, setup, usage and troubleshooting of company iPhones and iPads and related applications used on them-Maintain broad knowledge of technology, equipment, systems and applicable laws and standards. -Makes recommendations for use of specific solutions where appropriate-Establish and develop working relationships with colleagues and clients, following Corporate and Department policies, procedures and governing IT standards-Quickly adapt to changes in priorities of assigned tasks-Create, maintain and update associated Knowledge Base articles and contentPerform miscellaneous ad hoc duties as assigned-Meet deadlines and achieve goalsThe above information is intended to describe the general nature and level of work performed by employees assigned to this job; it is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees in this role.

The above information is intended to describe the general nature and level of work performed by employees assigned to this job; it is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees in this role.

What you have

Minimum Education, Skills and Experience Required

-Bachelor's degree in Information Technology or related field, or equivalent work experience in an IT support role

-1 year experience with a Bachelors degree or 3 years experience without a degree in a technology support or analyst role, providing computer and information system support to an organization with 500+ end users

-Demonstrated experience with Microsoft M365 products that shows a high degree of functional knowledge

-Experience with Call Center technology

-Demonstrated experience assembling computer components and peripherals into a functional workstation

-Experience using and supporting Mobile device MDM applications

-Ability to communicate effectively with people having various levels of technical expertise and interact well with people of all ages and diverse backgrounds.

-Experience developing end user help documentation

• -Demonstrated aptitude for learning quickly and functioning in a dynamic and fast paced environment

Preferred education, skills, and experience.

• 2 years experience with a related Bachelors degree or 4 years experience without a degree in a technology support or analyst role, providing computer and information system support to an organization with 1000+ end users-1 year of experience supporting a virtualized Call Center environment-2 years of experience using ServiceNow for IT Service Management-Certification in one or more of the following: Comptia A+, Net+, Security + ITIL V4 Foundation CSA Certificate of Cloud Security Knowledge(CCSK)

The Americans with Disabilities Act

The Americans with Disabilities Act of 1990 (ADA) prohibits discrimination by employers, in compensation and employment opportunities, against qualified individuals with disabilities who, with or without reasonable accommodation, can perform the “essential functions” of a job. A function may be essential for any of several reasons, including: the job exists to perform that function, the employee holding the job was hired for his/her expertise in performing the function, or only a limited number of employees are available to perform that function.

Feeling your best helps you do your best:

Our benefits take care of the whole you—so you can build your work around your life (not the other way around!).

• Competitive base salaries

• Bonus incentives

• Generous PTO, Floating Holidays and 12 Federal Holidays observed

• Support for financial-well-being and retirement 401k with employer match

• Comprehensive medical, dental, vision, hospital indemnity, critical illness, pet insurance and more

• Employer paid short-term/long-term disability and basic life insurance

• Flexible hybrid working arrangements.

• Paid parental leave and adoption reimbursement programs

• Free access to on-site staffed fitness centers (in Delaware) and gym subsidy (for locations outside Delaware)

• Confidential counseling support (EAP), Health Advocacy services and Wellness program with financial incentives

• Tuition Reimbursement and Family Scholarship Programs

• Career development and training opportunities

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Sallie Mae is proud to be an equal opportunity (EEO) employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, sexual orientation, national origin, age, genetic information, gender identity, disability, Veteran status or any other characteristic protected by federal, state or local law. Click here (https://salliemae.com/legal/pay-transparency-policy/) to view the U.S. Pay Transparency Policy, here (https://mandatoryview.com/productview) for federal job applicant notices, and here (https://acrobat.adobe.com/link/review?uri=urn%3Aaaid%3Ascds%3AUS%3A5637b18d-10f3-4877-a3fe-481683f1eb1c) to view the California Employee Privacy Notice.

Reasonable accommodations are available for applicants with disabilities in all phases of the application and employment process. To request an accommodation please call (855) 756-2007 and choose option 9. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

Sallie Mae is proud to be an equal opportunity (EEO) employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, sexual orientation, national origin, age, genetic information, gender identity, disability, Veteran status or any other characteristic protected by federal, state or local law. If you'd like more information about your EEO rights as an applicant, please click https://https/www.eeoc.gov/employees-job-applicants. https://https/www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCPEEOSupplementFinalJRFQA508c.pdf. Click https://https/www.salliemae.com/legal/pay-transparency-policy/ to view the U.S. Pay Transparency Policy.