Senior IT Support Engineer (Edtech)

TL;DR

Senior IT Support Engineer (System Engineering): Delivering technical support to users and stakeholders with an accent on end-user computing reliability and system operations. Focus on resolving complex hardware/software issues, managing onboarding/offboarding processes, and maintaining knowledge base documentation.

Location: Hybrid (Massachusetts, US) or Remote within the US

Salary: $69,250 - $118,250

Company

Education technology company providing award-winning learning programs like i-Ready to K-8 students.

What you will do

• Provide technical assistance for computer systems, software, hardware, printers, and phones for local and remote users.
• Resolve issues via email, ticketing systems, and phone using diagnostic tools and utilities.
• Develop and maintain instructional manuals, guides, and knowledge base articles for the service desk portal.
• Manage the end-to-end onboarding and offboarding process for staff.
• Coordinate system patching and large-scale upgrades in collaboration with the IT Infrastructure team.
• Provide technical guidance and mentorship to the support team.

Requirements

• 7+ years of experience in a relevant IT support role.
• Proficiency in Windows, Mac OS, and iOS troubleshooting and resolution.
• Experience with Active Directory, MS Office 365, and system provisioning suites.
• Basic understanding of networking concepts including DNS, DHCP, and TCP/IP.
• Strong customer service skills and ability to apply a consistent troubleshooting methodology.
• Must be based in the United States.

Culture & Benefits

• Comprehensive medical, dental, vision, and basic life insurance for employees and families.
• 401k plan with employer match.
• Flexible vacation and sick policy.
• Twelve paid holidays and a winter office closure between Christmas and New Year's.
• Minimal travel requirement (<10%) between sites.