IT Services Engineer

3 days ago


Ann Arbor, Michigan, United States ITHAKA Full time
Job Title: IT Services Engineer

ITHAKA is a mission-driven organization that aims to expand access to knowledge and education worldwide. As an IT Services Engineer, you will play a crucial role in supporting the organization's employees working remotely across 37 states and two office locations in Ann Arbor, MI, and New York, NY.

Key Responsibilities:
  • Provide technical support to employees via multiple channels, including email, phone, chat, and in-person service.
  • Record the status of all incidents and requests using ITHAKA's issue tracking system, Freshservice.
  • Maintain and manage desktop hardware and software, ensuring quality and consistency across the organization.
  • Create and publish support content for troubleshooting and best practices.
  • Complete PC hardware and software moves, adds, and changes.
  • Perform new employee setups, orientations, and assist with terminated employees.
  • Install, configure, and test PC and Mac client software.
  • Work collaboratively with team members, customers, and various teams to implement technical projects.
Requirements:
  • College degree in a related field.
  • At least 3-5 years of technical support experience.
  • Knowledge of Windows and Mac management software tools, such as Jamf Pro, Desktop Central, and Intune.
  • Experience with issue tracking systems, such as Freshservice or Jira.
  • Ability to comprehend the dependencies of a project and ensure proper alignment and coordination.
  • Effective active listening and communication skills.
Benefits:
  • Competitive salary range: $60,000 - $70,000 per year.
  • Medical, dental, and vision plans.
  • 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.

ITHAKA is committed to providing a diverse, equitable, and inclusive workplace. We welcome applications from people of all underrepresented backgrounds and credentials.



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