At Curriculum Associates (CA), we believe a diverse team leads to diversity in thinking, making our products better for teachers and students. If you read this job description, feel energized by what you see here, and believe you could bring passion and commitment to the role, but you aren’t sure you meet every qualification, please apply! Above all, we are looking for the right person!
IT Support Engineer II
Curriculum Associates seeks an IT Support Engineer II to deliver effective support to users, partners, and key stakeholders in a timely, professional, and customer-oriented demeanor. Our IT Support Engineer II will serve as the primary point for incoming support inquiries and ensure the reliability and operation of various end-user computing systems. This person will actively use our ticketing system to effectively manage support issues and communicate/document issues for escalation to support groups within Curriculum Associates.
The impact you’ll have:
- Provide technical assistance and day-to-day support for local and remote incoming inquiries related but not limited to computer systems, software, hardware, printers, and phones.
- Walk through the problem-solving process with staff both local and remote and respond via email, ticketing system, and phone after leveraging diagnostic programs and other utilities to find resolutions to problems.
- Help the team document processes and procedures, including troubleshooting steps, and write end-user instructional manuals, guides, and knowledge base articles to post and maintain on our service desk portal.
- Ensure timely processing of On/Off boarding staff (i.e., new hire/termination process).
- Utilize existing Curriculum Associates policies and procedures and apply in support situations as required.
- Assist with system patching and coordinate with the IT Infrastructure team on larger scale upgrades, deployments, and security initiatives.
What we’re looking for:
- 4+ years’ experience in IT Support Services, PC, Mac troubleshooting and problem resolution. Windows 10 and Mac OS X and iOS experience is preferred.
- Have strong organizational skills, problem-solving skills, and are detail orientated.
- Have strong experience using and supporting multiple collaboration products (e.g., GoToMeeting, Slack, Zoom, Microsoft Teams).
- Have strong customer service skills with high concern for customer satisfaction.
- Good written and verbal communications skills.
- Knowledge of Helpdesk Applications (e.g., KACE, Druva inSync, GoToAssist, etc.).
- Experience providing tier 1 and 2 support with in-depth knowledge of desktop/application troubleshooting.
- MS Office 365 Productivity Suite, (e.g., Teams, OneDrive, etc.) both past and current, with aptitude to pick up new application support quickly.
- Basic understanding of networking concepts, including: DNS, DHCP, and TCPIP and how it relates to the desktop environment.
- Experience with desktop maintenance tools (e.g., built-in Mac tools, diagnostics tools, CCleaner, etc.).
- Experience with Active Directory user and group administration.
- The ability to apply a clear and consistent troubleshooting methodology to support related issues.
- Experience with system provisioning suites (e.g., InTune, JAMF or other management solutions).
- Enjoy working in a collaborative environment where priorities shift to meet the needs of the organization.
- Must be able to lift and move up to 50 pounds.
- Associates or Bachelor's degree in IT-related field or equivalent work experience desired.
- Microsoft/Apple Certifications preferred.
Summary:
The IT Support Engineer II delivers effective support to users, partners, and key stakeholders in a timely, professional, and customer-oriented demeanor. Our IT Support Engineer II will serve as the primary point for incoming support inquiries and ensure the reliability and operation of various end-user computing systems. This person will actively use our ticketing system to effectively manage support issues and communicate/document issues for escalation to support groups within Curriculum Associates.
Essential duties/responsibilities:
- Provide technical assistance and day-to-day support for local and remote incoming inquiries related but not limited to computer systems, software, hardware, printers, and phones.
- Walk through the problem-solving process with staff both local and remote and respond via email, ticketing system, and phone after leveraging diagnostic programs and other utilities to find resolutions to problems.
- Help the team document processes and procedures, including troubleshooting steps, and write end-user instructional manuals, guides, and knowledge base articles to post and maintain on our service desk portal.
- Ensure timely processing of on/off boarding staff (i.e., new hire/termination process).
- Utilize existing Curriculum Associates policies and procedures and apply in support situations as required.
- Assist with system patching and coordinate with the IT Infrastructure team on larger scale upgrades, deployments, and security initiatives.
Required Job Skills and Abilities:
- Experience in IT Support Services, PC, Mac troubleshooting and problem resolution.
- Windows, MacOS and iOS experience is preferred.
- Have strong organizational skills, problem-solving skills, and are detail orientated.
- Have strong experience using and supporting multiple collaboration products.
- Have strong customer service skills with high concern for customer satisfaction.
- Good written and verbal communications skills.
- Knowledge of Helpdesk Applications.
- Experience providing tiered support with in-depth knowledge of desktop/application troubleshooting.
- MS Office 365 Productivity Suite, both past and current, with aptitude to pick up new application support quickly.
- Basic understanding of networking concepts, including DNS, DHCP, and TCPIP and how it relates to the desktop environment.
- Experience with desktop maintenance tools.
- Experience with Active Directory user and group administration.
- The ability to apply a clear and consistent troubleshooting methodology to support related issues.
- Experience with system provisioning suites.
- Enjoy working in a collaborative environment where priorities shift to meet the needs of the organization.
Required Education and Experience:
- 4+ years’ experience in a relevant role preferred.
- Relevant certifications are advantageous.
Travel: Minimum travel required between our sites and or for training purposes (<10%).
Working Environment: Typical Office environment, with the ability to move equipment weighing up to 50 pounds with or without reasonable accommodation.
Top Skills
What We Do
At Curriculum Associates, we believe in the potential of every child and are changing the face of education technology with award-winning learning programs like i-Ready that serve a third of the nation’s K–8 students. For more than 50 years, our commitment to making classrooms better places, serving educators, and supporting equitable learning experiences for all students has driven the continuous improvement of our innovative programs. Our data-driven, research-backed cloud technology products transform how students learn, creating an environment where every child can thrive and rise to their potential.
Based in North Billerica, Massachusetts, and with offices and remote employees throughout the United States, Curriculum Associates has been awarded many recognitions as a top employer. Our team of more than 2,000 employees is composed of lifelong learners who stand behind this mission, working tirelessly to serve the educational community with world-class programs and support every day. If this speaks to you, we welcome you to explore opportunities on our team.
Why Work With Us
Curriculum Associates is a mission-driven company that adheres to the tenets of conscious capitalism and a belief that businesses thrive when they put impact and people first. This means that we consider how every decision will impact our employees, the educators and children we serve, and the communities in which we operate.
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