IT Services Engineer

Summary

Join ITHAKA as an IT Services Engineer and provide technical support to employees across 37 states and two office locations. You will resolve support requests, manage desktop hardware and software, create support content, and perform new employee setups. The role initially involves a structured schedule with an on-site presence three days a week, transitioning to a rotating hybrid schedule. You will collaborate with cross-functional teams, provide training, and deliver presentations. The position requires a college degree, 3-5 years of experience, and specific technical skills. ITHAKA offers a competitive salary and benefits package.

Requirements

• College degree in a related field and at least 3-5 years of technical support experience
• Experience in 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 with tracking incidents and requests in an issue ticketing system (Freshservice, Jira, etc.)
• Experience with troubleshooting and supporting Windows and Mac machine imaging
• Experience with troubleshooting and supporting mobile devices (iOS, Android, Windows Mobile)
• Experience with 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 experience (resetting passwords, joining machines to the domain, extending accounts, 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
• Active listening and communication skills that support clear, concise idea-sharing and adaptability in a dynamic, hybrid work environment with a predominantly remote team
• Committed to our organizational values of belonging, evidence, speed, teamwork, and trust
• Ability to lift up to 50lbs
• Mobility or Flexibility to maneuver in confined spaces
• Ability to setup and breakdown workstations, carrying equipment (e.g. monitors, printers, etc.)
• Ability to travel

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 including email, phone, chat and in-person service
• Record the status of all incidents and requests using an 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
• Manage and support desktop hardware and software, ensuring consistent performance and quality standards 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
• Perform new employee setups, orientations, and assist with departing employees
• Windows and Mac client software installations and upgrades including installing, configuring, and testing
• Collaborate with cross-functional teams to implement technical projects, ensuring alignment by understanding project dependencies and coordinating efforts to support successful outcomes
• Provide in-person and virtual training to team members and staff, ensuring skill development and knowledge transfer
• Partner with cross-functional teams to develop and deliver presentations that support shared goals, foster collaboration, and communicate key initiatives across the team
• Ability to travel and flex time between remote work and onsite work
• Ability to provide after-hours support with prompt response

Preferred Qualifications

MCP, Network+, CompTIA A+, AppleCare Mac Technician (ACMT), Scripting a plus

Benefits

• 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