Remote IT Services Engineer

Summary

Join Ithaka's team as an IT Services Engineer to provide support to employees across the US, resolving technical issues and improving technology. As a key member of the ITS team, you will work in a dynamic environment, collaborating with colleagues and customers to deliver exceptional service.

Requirements

• 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

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 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

Benefits

• 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