IT Support Engineer II

About Curriculum Associates

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 Role: 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. This role will serve as the primary point for incoming support inquiries and ensure the reliability and operation of various end-user computing systems. The IT Support Engineer II 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.

Key skills/competency

• Technical Support
• Troubleshooting
• Helpdesk Operations
• Windows OS
• Mac OS X
• Active Directory
• MS Office 365
• Networking Fundamentals
• System Provisioning
• Customer Service