IT Services Engineer
2 weeks ago
We are seeking a highly skilled IT Services Engineer to join our team at ITHAKA. As an IT Services Engineer, you will provide technical support to our employees working remotely across the continental United States, as well as our office locations in New York and Ann Arbor, Michigan.
Key Responsibilities- Provide technical support, including installing and configuring computer systems, diagnosing hardware and software faults, and solving technical and applications/tools problems in a dynamic, agile environment via multiple channels.
- Record the status of all incidents and requests using ITHAKA's issue tracking system, Freshservice.
- Regularly meet service standards and metrics for responsiveness and quality, maintaining high standards while addressing the 5,000+ issues reported annually.
- Maintain and manage desktop hardware and software while ensuring quality and consistency across the organization.
- Create and publish support content for troubleshooting and best practices that are accurate, high quality, engaging, and easy to comprehend for the benefit of the customer.
- Complete PC hardware and software moves, adds, and changes.
- Perform new employee setups, orientations, and assist with terminated employees.
- PC and Mac client software installations and upgrades including installing, configuring, and testing.
- Work collaboratively with team members, customers, and various teams to implement technical projects to support the organization successfully.
- Ability to comprehend the dependencies of a project to ensure proper alignment and coordination.
- Train customers in small groups onsite and/or virtual.
- Ability to travel and flex time between remote work and onsite work.
- Ability to provide after-hours support with prompt response.
- College degree in a related field.
- At least 3-5 years of technical support experience.
- Experience troubleshooting and supporting macOSX, Windows OS, Mac hardware, and Windows hardware in an enterprise environment.
- Knowledge of both Windows and Mac management software tools (Jamf Pro, Desktop Central, and Intune) or similar products.
- Experience tracking incidents and requests in an issue ticketing system (Freshservice, Jira, etc.).
- Experience troubleshooting and supporting Windows and Mac machine imaging and mobile devices (iOS, Android, Windows Mobile).
- Experience supporting video conferencing tools and systems (Cisco Webex, MS Teams, GoogleMeet, Slack, etc.) and audiovisual equipment.
- Working knowledge of peripheral hardware such as printers, monitors, fax machines, copiers, etc.
- Experience with Active Directory and Azure AD (resetting passwords, joining machines to the domain, extending accounts, modifying group memberships, etc.).
- Working knowledge of remote connectivity software such as RDP and Cisco VPN.
- Experience with common networking concepts and basic networking troubleshooting and administration.
- Experience writing clear, concise technical documentation and accurate, non-technical summaries.
- Effective active listening and communication skills that allow for the sharing of ideas clearly and concisely.
- Ability to adapt in a constantly changing hybrid work environment where the majority of staff are remote.
- Committed to our organizational values of belonging, evidence, speed, teamwork, and trust.
We offer a competitive salary range of $60,000 - $70,000 per year, as well as a comprehensive benefits package, including medical, dental, and vision plans, an employer-paid 10% retirement contribution, paid parental and caregiver leave, 22 days of paid time off, 11 paid holidays, up to 12 sick days, wellness benefits, and more.
We are an equal opportunity employer and welcome applications from people of all underrepresented backgrounds and credentials. We are committed to providing reasonable accommodations to applicants with disabilities. Please contact us at to discuss any accommodations you may need.
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