Edtech.com's Summary

Imagine Learning is hiring an IT Support Engineer. The role involves ensuring computer operations for end users to accomplish organizational tasks, actively resolving help requests, and using diagnostics tools. The IT Support Engineer documents user information, resolves technical issues, and provides desktop-level assistance to offer high-quality support while maximizing user experience.

Highlights

Main responsibilities include prioritizing help requests, repairing hardware/software, and troubleshooting network issues.
Requires skills in virtualization, Active Directory, Microsoft Office Suite, and knowledge of Macintosh systems.
Compensation ranges between $61,245 and $61,851 annually with potential bonuses.
Essential qualifications include 3-5 years of technical support experience and an Associate’s Degree in computer science or related field.
Benefits include health plans, 401k with match, paid time off, volunteer time, and more.
Strong communication and interpersonal skills are vital for the role.
Experience with diagnostic utilities and excellent customer service skills are essential.

IT Support Engineer Full Description

IT Support Engineer

Engineering, Tech, and ITHybrid Remote, Tempe, AZ

Description

Position at Imagine Learning

Great Purpose. Great People. Great Opportunities.

At Imagine Learning we empower potential by creating educational solutions that inspire boundless possibilities for every student, every day. We are passionate about innovating together to support educators in creating those special moments when students experience the joy of learning at its best.

We also empower our team through a strong culture focused on career growth and development, flexible work from home arrangements, interesting and meaningful work, and a supportive and connected team. As a remote-friendly company, hybrid and remote team members work from states across the U.S. and internationally. The majority of our US employees enjoy the opportunity to work from home, or in a hybrid capacity in our offices in Tempe, AZ (headquarters), Austin, TX, Petaluma, CA, Rock Rapids, IA, Grand Rapids, MI, or Bloomington, MN.

Imagine Your Impact.

The IT Support Engineer ensures proper computer operations so that end users can accomplish organizational tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution includes the use of diagnostics and help request tracking tools, as well as hands-on help at the desktop level with the goal of providing the highest level of quality support. The IT Support Engineer focuses on maximizing user experience by being an active and supportive listener and utilizing outstanding people skills.

For more information on what it’s like to work at Imagine Learning, including our culture, benefits, and products, visit us HERE.

To learn more about a typical applicant journey at Imagine Learning, click HERE.

Position Information: This is a regular, full-time position, reporting to IT Helpdesk Manager.

Compensation: Base pay is anticipated to be between $61,245 and $61,851 per year. Eligible employees may also receive incentive/commission/annual bonus pay based on individual and/or company performance. Compensation may vary based on factors such as, but not limited to, individual skills, experience, training, education/certifications, geographic location, internal equity, and local market conditions.

Location: In this US-based position your location will be onsite at our Headquarters in Tempe, AZ.

Benefits: Imagine Learning provides a comprehensive benefits program to eligible employees, including:

Multiple health, dental, and vision plans, including medical plans with zero employee premiums
401k plan with a company match
16 paid holidays, which include 2 floating holidays and a winter shutdown from Christmas Eve through New Year’s Day
Paid Time Off
Comprehensive maternity and fertility/family building benefits
Paid bonding leave when a new child joins your family
Access to on-demand mental health resources
Life and short and long-term disability insurance
Pre-tax savings plans
Paid volunteer time off
A wide variety of professional development programs, including tuition reimbursement
Work from home opportunities that foster work/life balance

Envision Your Experience.

In this role you’ll have the opportunity to:

Fields incoming help requests from end users via both telephone and work orders in a courteous manner.
Documents all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
Builds rapport and elicits problem details from help desk customers.
Prioritizes and schedules problems; escalates problems (when required) to the appropriately experienced technician.
Installs, modifies, and repairs computer hardware and software.
Resolves technical problems with Local Area Networks (LAN), printers, desktops, and other systems.
Records, tracks, and documents the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
Tests fixes to ensure problem has been adequately resolved.
Performs post-resolution follow-ups to help requests.
Provides phone support and training to new users.
Applies virtualization troubleshooting and support with current VM structure.
Follows Malware/Virus detection and eradication procedures.
Performs hands-on fixes at the desktop level, including PC set-up, installing and upgrading software, implementing file backups, and configuring systems and applications.
Creates and manages users and computers in Active Directory structure.
Identifies and maintains current knowledge of appropriate software and hardware used and supported by Imagine Learning.
Other duties as required.

Share Your Expertise.

Experience, education, and qualifications essential for success in this role, include:

3-5 years of related experience providing technical support for desktops, printers and mobile devices, and an Associate’s Degree in computer science or related field, or an acceptable combination of experience and education.
CompTIA A+ is recommended but not required.
Understanding of cloud-based Web Technology preferred.
Extensive application support experience.
Working knowledge of a range of diagnostic utilities.
Advanced Microsoft Office Suite experience in Word, Excel, Outlook, and Power Point as well as Teams for Business.
Knowledgeable in Macintosh laptops, components and peripherals.
Company asset inventory control and management.
Mobile device management software experience but not required.
Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
Strong documentation skills.
Excellent customer service skills to deliver a world class customer experience to end users on a daily basis.
Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes.
High attention to detail and understand the importance of top-quality customer service with a professional attitude.
Ability to conduct research into a wide range of computing issues as required.
Ability to absorb and retain information quickly.
Ability to present ideas in user-friendly language.
Experience working in a team-oriented, collaborative environment.

Our Commitment to Diversity, Equity, Inclusion, and Belonging (DEIB+).

Diversity and inclusivity strengthen our Imagine Learning team, enrich our lives, and help us design equitable educational experiences where learners see themselves and can also learn about people, cultures, experiences, and perspectives different from their own. We strive to hire, develop, and retain talented people who represent the diversity of the districts we serve. By developing initiatives that focus on the needs, expectations, and lives of our people, we’ve created an inclusive environment where all employees can contribute to their fullest potential.

Imagine Learning is an Equal Opportunity Employer committed to a diverse workforce, providing equal employment and advancement opportunities to qualified individuals. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, sex (including pregnancy, childbirth, lactation, or related medical conditions), gender identity or expression, transgender status (including whether or not you are transitioning or have transitioned), sexual orientation, marital status, religion (including religion dress and grooming practices), age 40 and over, physical or mental disability, medical condition, genetic information (including results of genetic testing and characteristics), veteran and/or military status, or service in the military, and any other basis or status protected under applicable federal, state, or local laws.

To all recruitment agencies: Imagine Learning does not accept agency resumes. Please do not submit candidates for consideration via our online application system, to Imagine Learning employees, or to any other organization location. Imagine Learning is not responsible for any fees related to unsolicited resumes.

Original Job Description

IT Support Engineer

Engineering, Tech, and ITHybrid Remote, Tempe, AZ

Description

Position at Imagine Learning

Great Purpose. Great People. Great Opportunities.

Imagine Your Impact.

For more information on what it’s like to work at Imagine Learning, including our culture, benefits, and products, visit us HERE.

To learn more about a typical applicant journey at Imagine Learning, click HERE.

Position Information: This is a regular, full-time position, reporting to IT Helpdesk Manager.

Location: In this US-based position your location will be onsite at our Headquarters in Tempe, AZ.

Benefits: Imagine Learning provides a comprehensive benefits program to eligible employees, including:

Multiple health, dental, and vision plans, including medical plans with zero employee premiums
401k plan with a company match
16 paid holidays, which include 2 floating holidays and a winter shutdown from Christmas Eve through New Year’s Day
Paid Time Off
Comprehensive maternity and fertility/family building benefits
Paid bonding leave when a new child joins your family
Access to on-demand mental health resources
Life and short and long-term disability insurance
Pre-tax savings plans
Paid volunteer time off
A wide variety of professional development programs, including tuition reimbursement
Work from home opportunities that foster work/life balance

Envision Your Experience.

In this role you’ll have the opportunity to:

Fields incoming help requests from end users via both telephone and work orders in a courteous manner.
Documents all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
Builds rapport and elicits problem details from help desk customers.
Prioritizes and schedules problems; escalates problems (when required) to the appropriately experienced technician.
Installs, modifies, and repairs computer hardware and software.
Resolves technical problems with Local Area Networks (LAN), printers, desktops, and other systems.
Records, tracks, and documents the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
Tests fixes to ensure problem has been adequately resolved.
Performs post-resolution follow-ups to help requests.
Provides phone support and training to new users.
Applies virtualization troubleshooting and support with current VM structure.
Follows Malware/Virus detection and eradication procedures.
Performs hands-on fixes at the desktop level, including PC set-up, installing and upgrading software, implementing file backups, and configuring systems and applications.
Creates and manages users and computers in Active Directory structure.
Identifies and maintains current knowledge of appropriate software and hardware used and supported by Imagine Learning.
Other duties as required.

Share Your Expertise.

Experience, education, and qualifications essential for success in this role, include:

3-5 years of related experience providing technical support for desktops, printers and mobile devices, and an Associate’s Degree in computer science or related field, or an acceptable combination of experience and education.
CompTIA A+ is recommended but not required.
Understanding of cloud-based Web Technology preferred.
Extensive application support experience.
Working knowledge of a range of diagnostic utilities.
Advanced Microsoft Office Suite experience in Word, Excel, Outlook, and Power Point as well as Teams for Business.
Knowledgeable in Macintosh laptops, components and peripherals.
Company asset inventory control and management.
Mobile device management software experience but not required.
Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
Strong documentation skills.
Excellent customer service skills to deliver a world class customer experience to end users on a daily basis.
Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes.
High attention to detail and understand the importance of top-quality customer service with a professional attitude.
Ability to conduct research into a wide range of computing issues as required.
Ability to absorb and retain information quickly.
Ability to present ideas in user-friendly language.
Experience working in a team-oriented, collaborative environment.

Our Commitment to Diversity, Equity, Inclusion, and Belonging (DEIB+).

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IT Support Engineer

Edtech.com's Summary

IT Support Engineer Full Description

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