IT Helpdesk Engineer (Tier 2/3)
At InStride, we’re pioneering a new approach to workforce education. Our mission is to enable employers to provide life-changing education to their employees in partnership with the highest-quality global academic institutions. We unlock business and social impact to transform companies and people for the future.
We believe that a company’s richest resource is their employees, and that investments in people yield the highest returns for individuals, businesses, and society as a whole. That’s why every InStride employee is eligible to enroll in 1,700+ online certificate and degree programs through our Step Forward program. Unlike traditional tuition reimbursement programs, InStride covers your tuition upfront, regardless of your course of study, degree type, or school. The Step Forward program, along with InStride’s best-in-class employee benefits, are available to all employees from the day they join InStride.
Read further to see how you can be part of the movement to drive businesses and society forward through life-changing, best-in-class workforce education.
This role will be reporting to the Manager, IT Operations.
Responsibilities
- Provide front line support and technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems (macOS & Windows), hardware and software.
- Proficient at using ZenDesk Service Desk or Jira Service Desk
- Expert in HelpDesk standard methodologies and improving HelpDesk efficiency through metrics reporting and process improvements
- Preferred experience working with Okta, AWS IAM, and Google Cloud Platform
- Experience with Cisco Umbrella and Meraki Cloud
- Proficient with JAMF, GSuite Enterprise and Office 365
- Primary escalation point for issues that are unable to be resolved by Tier - 1 staff
- Proficient at troubleshooting problems remotely
- Escalates support tickets with clear, concise communication to the Manager, IT Operations, System Administrator, or other Tier 3 personnel if a resolution out of scope is needed.
- Maintaining meticulous and accurate records of IT Assets deployed and in-stock to ensure it is kept up to date
- Follow up with users, provide feedback and see problems through to resolution
- Provide mentorship to Tier - 1 and Tier - 2 engineers
- Maintain Service Level Agreements (SLA)
Ideal Profile
- Excited by the challenge of helping to build a world-class technology team that delivers white glove service
- Prior experience working on a Scrum team
- Ability to facilitate and enable people to collaborate with each other; and promote collaboration with partners e.g. with Universities, corporate clients and the team
- High EQ, comfort with ambiguity and a “no job too small” startup mentality
- Bachelor’s degree in Information Technology or equivalent relevant work experience
InStride is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, ethnicity, religious creed, color, national origin, ancestry, gender (including pregnancy, childbirth, or related medical conditions), gender identity, gender expression, sexual orientation, marital status, age, status as a protected veteran, status as an individual with a disability, medical condition, or any other category protected by applicable federal and state law, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance relating to an applicant's criminal history.
We will ensure that individuals with disabilities are provided a reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please discuss your requested accommodation with our HRBP.
Effective November 1, 2021, all new hires must be fully vaccinated against the COVID-19 virus unless they have been granted a reasonable accommodation. If you are offered employment, this requirement must be met by your date of hire, unless a reasonable accommodation is approved by the People & Talent team in writing.
If you are looking to apply for one of our Remote opportunities please know that InStride is only able to employ candidates from the following states.
Arizona
California
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