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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.


Keywords: Imagine Learning, Austin , IT Support Engineer, Engineering , Austin, Texas

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