IT Support Technician (Contractor)

What You Will Do:

• 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.

What You Will Need to Know/Have:

• 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.

Get in on all the awesome at Instructure

• Competitive salary, equity and 401k.
• Medical, dental, disability, and life insurance.
• HSA program, vision, voluntary life, and AD&D.
• Tuition reimbursement.
• Paid time off, 11 paid holidays, and flexible work schedules.
• LifeStyles Spending Account