IT Support Engineer
Company: Imagine Learning
Location: Austin
Posted on: May 15, 2022
Job Description:
Great Purpose. Great People.At Imagine Learning we ignite
learning breakthroughs. It drives everything we do. We innovate
together to support educators in creating those special moments
when students experience the joy of learning at its best. We serve
more than 10 million students and partner with more than 7,500
school districts nationwide.Envision Your ExperienceThe IT Support
Engineer offers system and operations support to the personnel on a
daily basis. Primary responsibilities of technicians include
installing, configuring and supporting PC and Mac laptops within
our organization, as well as investigating, troubleshooting and
assessing tech problems for the employees.
The IT Support Engineer ensures proper computer operations so that
end users can accomplish organizational tasks. This includes
receiving, prioritizing, documenting and actively resolving end
user help requests. Problem resolution includes the use of
diagnostics and help request tracking tools, as well as hands-on
help at the desktop level with the goal of providing the highest
level of quality support. The IT Support Specialist focuses on
maximizing user experience by being an active and supportive
listener and utilizing outstanding people skills.
This is a regular, full-time position, based out of one of our
offices.Imagine Learning offers competitive total compensation,
including incentive opportunities for all regular employees.Share
Your ExpertiseExperience, education, and qualifications essential
for success in this role, include:
- 3-5 years of related experience providing technical support for
desktops, printers and mobile devices, and an Associate's Degree in
computer science or related field, or an acceptable combination of
experience and education.
- Extensive application support experience.
- Knowledgeable in Zoom and Slack communications is a plus.
- Advanced Microsoft Office Suite experience in Word, Excel,
Outlook, and Power Point.
- Knowledgeable in Macintosh laptops, components and
peripherals.
- Experience with company asset inventory control and
management.
- Fields incoming help requests from end users via both telephone
and work orders in a courteous manner.
- Documents all pertinent end user identification information,
including name, department, contact information, and nature of
problem or issue.
- Builds rapport and elicits problem details from help desk
customers.
- Prioritizes and schedules problems; escalates problems (when
required) to the appropriately experienced technician.
- Installs, modifies, and repairs computer hardware and
software.
- Resolves technical problems with Local Area Networks (LAN),
printers, desktops, and other systems.
- Records, tracks, and documents the help desk request
problem-solving process, including all successful and unsuccessful
decisions made, and actions taken, through to the final
resolution.
- Tests fixes to ensure problem has been adequately
resolved.
- Performs post-resolution follow-ups to help requests.
- Provides phone support and training to new users.
- Applies virtualization troubleshooting and support with current
VM structure.
- Follows Malware/Virus detection and eradication
procedures.
- Performs hands-on fixes at the desktop level, including PC
set-up, installing and upgrading software, implementing file
backups, and configuring systems and applications.
- Creates and manages users and computers in Active Directory
structure.
- Identifies and maintains current knowledge of appropriate
software and hardware used and supported by Edgenuity.
- Other duties as required.
- 3-5 years of related experience providing technical support for
desktops, printers and mobile devices, and an Associate's Degree in
computer science or related field, or an acceptable combination of
experience and education.
- CompTIA A+ is recommended but not required.
- Knowledgeable in ShoreTel communications is a plus.
- Understanding of cloud-based Web Technology preferred.
- Extensive application support experience.
- Working knowledge of a range of diagnostic utilities.
- Advanced Microsoft Office Suite experience in Word, Excel,
Outlook, and Power Point as well as Skype for Business.
- Knowledgeable in Macintosh laptops, components and
peripherals.
- Company asset inventory control and management.
- Mobile device management software experience but not
required.
- Exceptional written and oral communication skills.
- Exceptional interpersonal skills, with a focus on
rapport-building, listening, and questioning skills.
- Strong documentation skills.
- Excellent customer service skills to deliver a world class
customer experience to end users on a daily basis.
- Self-starter with strong organizational and time management
skills, self-directed and able to handle multiple priorities with
demanding timeframes.
- High attention to detail and understand the importance of
top-quality customer service with a professional attitude.
- Ability to conduct research into a wide range of computing
issues as required.
- Ability to absorb and retain information quickly.
- Ability to present ideas in user-friendly language.
- Experience working in a team-oriented, collaborative
environment.
- To help ensure the safety of our valued employees, customers,
and other business associates, Imagine Learning encourages
employees to be fully COVID-19 vaccinated. Employees entering our
office locations must be fully vaccinated or have received a
negative COVID test result within 24 hours of their visit.Ignite
Your CareerWe support your unique career journey by providing
flexibility, investing in wellbeing, and propelling growth.
- Imagine Learning is a hybrid workplace, with the majority of
employees enjoying the opportunity to work from home. Headquartered
in Scottsdale, AZ, we also maintain offices in Provo, UT, Austin,
TX, Petaluma, CA, and Rock Rapids, IA.
- We offer a comprehensive benefits program to eligible
employees, including:
- Multiple health, dental, and vision plans, including medical
plans with zero employee premiums
- 401k plan with a company match
- Company-paid behavioral health coaching
- 15 paid holidays, including a winter shutdown from Christmas
Eve through New Year's Day
- 15 days of accrued annual Paid Time Off (PTO) to start
- Paid bonding leave when a new child joins your family
- Paid volunteer hours and annual giving events
- Imagine Learning is committed to fostering, cultivating, and
preserving a culture of Diversity, Equity, and Inclusion.
- We offer a wide variety of professional development programs,
including tuition reimbursement for eligible employees.Imagine
Learning is an Equal Opportunity Employer committed to a diverse
workforce, providing equal employment and advancement opportunities
to qualified individuals. All qualified applicants will receive
consideration for employment without regard to race, color,
religion, gender, gender identity or expression, sexual
orientation, national origin, genetics, disability, age, veteran
status, or any other protected status. Imagine Learning will
reasonably accommodate qualified individuals as required by
law.
IND1
Keywords: Imagine Learning, Austin , IT Support Engineer, Engineering , Austin, Texas
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