Job description
ITHAKA’s mission is to expand access to knowledge and education around the world. Our services — Artstor, JSTOR, Portico, and Ithaka S+R — enable people everywhere to learn, to grow, and to overcome barriers to education. In carrying out our mission, as employees we feel a deep responsibility to members of our community and to each other, and we are committed to building and sustaining a culture where everyone can thrive.
The Role
As an IT Services Engineer, you will provide support to all of ITHAKA’s employees working remotely across 37 states, as well as our two office locations in Ann Arbor, MI and New York, NY. The Information Technology Services (ITS) team is accountable for resolving support requests in a dynamic, agile environment and is dedicated to improving technology around the organization and enhancing the customer experience.
The IT Services Engineer is responsible for providing knowledge-driven, customer-centric support to the employees of ITHAKA. You are committed to being a credible and knowledgeable resource for the organization and to embody our values every day.
You will follow a structured schedule for the first 60 days, with an onsite presence on Tuesdays, Wednesdays, and Thursdays every week. Following this initial period, there will be a transition to a rotating hybrid schedule. Flexibility to work onsite Mondays, Fridays, and weeks designated for remote work as needed is required.
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 an 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.
Manage and support desktop hardware and software, ensuring consistent performance and quality standards 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.
Perform new employee setups, orientations, and assist with departing employees.
Windows and Mac client software installations and upgrades including installing, configuring, and testing.
Collaborate with cross-functional teams to implement technical projects, ensuring alignment by understanding project dependencies and coordinating efforts to support successful outcomes.
Provide in-person and virtual training to team members and staff, ensuring skill development and knowledge transfer.
Partner with cross-functional teams to develop and deliver presentations that support shared goals, foster collaboration, and communicate key initiatives across the team.
Ability to travel and flex time between remote work and onsite work.
Ability to provide after-hours support with prompt response.
Experience and Skills
- College degree in a related field and at least 3-5 years of technical support experience.
Experience in 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 with tracking incidents and requests in an issue ticketing system (Freshservice, Jira, etc.).
- Experience with troubleshooting and supporting Windows and Mac machine imaging.
- Experience with troubleshooting and supporting mobile devices (iOS, Android, Windows Mobile).
- Experience with 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 experience (resetting passwords, joining machines to the domain, extending accounts, 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.
- Active listening and communication skills that support clear, concise idea-sharing and adaptability in a dynamic, hybrid work environment with a predominantly remote team.
- MCP, Network+, CompTIA A+, AppleCare Mac Technician (ACMT), Scripting a plus.
- Committed to our organizational values of belonging, evidence, speed, teamwork, and trust.
Physical requirements:
- Ability to lift up to 50lbs.
- Mobility or Flexibility to maneuver in confined spaces.
- Ability to setup and breakdown workstations, carrying equipment (e.g. monitors, printers, etc.).
- Ability to travel.
Work Authorization and Sponsorship
ITHAKA is not currently considering candidates who require any type of immigration sponsorship (additional work authorization or permanent work authorization) now or in the future to work in the United States.
Compensation and Benefits
At ITHAKA we believe in openness and equity. Part of living those values is our commitment to clarity about salary ranges, so candidates know what to expect. The starting salary for this position ranges from $60,000 - $70,000 per year. Starting pay may vary with job-related knowledge, skills, and experience. At present, our total compensation package for benefits-eligible employees includes medical, dental, and vision plans, an 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, and more. Please note that ITHAKA, at its discretion, may make changes to its benefits programs from time to time.
Work for ITHAKA
We are committed to our organizational values of belonging, evidence, speed, teamwork, and trust. We take seriously the need for everyone to feel welcome. Belonging is one of our core values, and it shows in our vibrant culture. People from a wide range of backgrounds work at ITHAKA, and we believe that unique perspectives help us realize new insights and build better solutions.
We want to work with people who are passionate about ideas like these and who wish to contribute their perspectives and talents to ITHAKA’s mission. We enthusiastically welcome applications from people of all backgrounds and credentials. We want to hear your story and include your perspective in the transformative work we aim to do.
Learn more about Working at ITHAKA.
Apply Now
Although ITHAKA has physical offices in New York and Ann Arbor, Michigan, our employees are distributed across the continental United States. At this time, we’re not considering candidates who are unable to work and reside in the continental U.S.
Candidates may apply by submitting an application online through our career site, if you have any questions about your application, please contact us at [email protected]. ITHAKA is committed to providing reasonable accommodations, if there’s anything we can do to accommodate any portion of the application or hiring process, please contact us at [email protected].
We are proud to be an Equal Opportunity employer. All qualified applicants receive consideration for employment without regard to identity or other status protected by law. We invite you to read our Equal Employment Opportunity Statement. ITHAKA cares about your privacy, learn more about our Applicant Privacy Notice.
