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IT Support Technician (Contractor)

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Instructure

Jul 1, 2024

Applications are closed

  • Job
    Full-time
    Junior & Mid Level
  • IT & Cybersecurity
  • Salt Lake City

Requirements

  • Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
  • Proven experience in a similar IT support role, preferably in a multinational company or shared services environment.
  • Proficiency in troubleshooting hardware, software, and network issues, with strong analytical and problem-solving skills.
  • Solid understanding of Mac and Windows operating systems, Google Workspace, Microsoft Office Suite, Microsoft Azure Virtual Desktop, Active Directory, and basic networking concepts.
  • Familiarity with IT service management (ITSM) tools such as Jira, Confluence, and knowledge of ITIL principles.
  • Excellent communication skills, both written and verbal, with the ability to effectively convey technical information to non-technical users.
  • Customer-oriented mindset with a strong commitment to delivering high-quality service and support.
  • Ability to work independently with minimal supervision, as well as collaboratively in a team-oriented environment.
  • Flexibility to work in shifts and provide on-call support as needed to accommodate business requirements.
  • Relevant certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or ITIL Foundation certification would be advantageous

Responsibilities

  • Provide frontline technical support to internal customers, addressing inquiries and resolving issues related to hardware, software, and network connectivity.
  • Diagnose and troubleshoot technical problems using remote support tools, email, phone, and in-person support, ensuring timely resolution of incidents and service requests.
  • Assist with the installation, configuration, and maintenance of hardware and software components, including desktops, laptops, printers, operating systems, and productivity applications.
  • Collaborate with cross-functional teams to escalate complex issues and follow up on problem resolution, ensuring adherence to service level agreements (SLAs) and ITIL best practices.
  • Document all support activities, solutions, and configurations accurately in the ticketing system, maintaining comprehensive records for future reference and analysis.
  • Participate in IT projects and initiatives, such as system upgrades, migrations, and deployments, providing technical expertise and support as required.
  • Stay updated on emerging technologies, industry trends, and best practices in IT support, actively seeking opportunities for continuous learning and skill development.
  • Contribute to knowledge sharing and training sessions for colleagues and end-users, promoting self-service resources and empowering users to resolve common issues independently.
  • Adhere to IT security policies and procedures, ensuring compliance with regulatory requirements and safeguarding sensitive information and systems.
  • Foster a positive customer service culture, demonstrating professionalism, patience, and empathy in all interactions with internal stakeholders, regardless of technical proficiency.

FAQs

What qualifications are required for the IT Support Technician role at Instructure?

A Bachelor's degree in Information Technology, Computer Science, or related field is preferred. Additionally, candidates must have proven experience in a similar IT support role, proficiency in troubleshooting hardware, software, and network issues, and excellent communication skills.

What technical skills are necessary for this job?

Candidates should have a solid understanding of Mac and Windows operating systems, Google Workspace, Microsoft Office Suite, Microsoft Azure Virtual Desktop, Active Directory, and basic networking concepts. Familiarity with IT service management tools and ITIL principles is also required.

What benefits are offered to IT Support Technicians at Instructure?

Instructure offers competitive salary, equity, 401k, medical, dental, disability, and life insurance, HSA program, vision, voluntary life, and AD&D, tuition reimbursement, paid time off, 11 paid holidays, flexible work schedules, and a LifeStyles Spending Account.

Is there room for career advancement in this role?

Yes, IT Support Technicians at Instructure have the opportunity to participate in IT projects and initiatives, as well as continuous learning and skill development. There may be opportunities for career advancement within the IT department or other areas of the company.

What is the work schedule like for IT Support Technicians?

IT Support Technicians may need to work in shifts and provide on-call support as needed to accommodate business requirements. Flexibility in work schedules and the ability to work independently or collaboratively in a team-oriented environment are essential for this role.

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Instructure

Education
Industry
1001-5000
Employees
2008
Founded Year

Mission & Purpose

Instructure is a technology company that develops innovative software solutions for educational institutions and businesses. Their primary product, Canvas, is a widely used learning management system (LMS) that facilitates online teaching, learning, and administrative functions. Instructure's ultimate mission is to enhance education through modern technology, making learning more accessible and effective for students and educators alike. Their purpose is to empower teachers, administrators, and learners by providing tools that streamline educational processes and improve learning outcomes.

Culture & Values

  • Openness

    We’re open to new people, new ideas, and new opportunities. We strive to be collaborative in our projects, transparent about our intentions, and curious about how things work and how to make them better. Open minds open doors.

  • Relationships

    We're all about building meaningful relationships based on trust, respect, and mutual success, whether they're peer-peer, teacher-student, manager-employee, or company-customer. People come first.

  • Equality

    We aspire to offer an inclusive and welcoming culture, and we believe people deserve equal access to opportunities and resources. You can't have equality without equity.

  • Ownership

    We're all accountable for excellence in our work and our actions, and we stand behind our products and services. Say. Do. Repeat.

  • Simplicity

    Our software makes lifelong learning easier. We strive for clarity and ease of use across the board, from product design to communication to customer experience. Simpler is smarter.