Senior IT Support Engineer

Overview

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 accessible learning experiences for all students has driven the continuous improvement of our innovative programs. Our team of more than 2,500 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.

The Senior IT Support Engineer delivers effective support to users, partners, and key stakeholders in a timely, professional, and customer-oriented demeanor. The Senior IT support Engineer 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. They will also provide technical guidance to the entire support team.

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.
• Participate and conduct technology workshops for our end users.
• 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.
• Provide technology assistance and support guidance to the team.
  
  

• 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.
  
  

• 7+ years’ experience in a relevant role preferred.
• Relevant certifications are advantageous.
  
  

Minimum travel required between our sites and or for training purposes (<10%).