IT Services Engineer
3 days ago
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.
- 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.
- 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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