Technical Support Specialist

Job Summary

This role involves providing technical support and services to employees. The ideal candidate will have strong problem-solving skills, be a team player, and have excellent communication skills.

About the Role

The IT Engineer 1 will be responsible for providing timely and effective resolution of customers' computer and application issues, acting as the first point of contact for technical support. They will also manage the IT ticket queue efficiently, administer the onboarding and offboarding of employees, and work closely with the finance team to maintain and improve vendor payment processes.

Key Responsibilities

1. ">
2. Provide technical support and services to employees">
3. Manage the IT ticket queue efficiently">
4. Administer the onboarding and offboarding of employees">
5. Work closely with the finance team to maintain and improve vendor payment processes">

Requirements

• ">
• A Bachelor's degree in a relevant field or 2-3 years of IT engineering experience with a proven track record in managing IT systems">
• 3+ years of experience in computer-related technical support">
• Proficiency in end-user operating systems (e.g., macOS, Windows) and a foundational knowledge of server operating systems">
• Basic understanding of networking skills including TCP/IP and routing">
• Familiarity with virtualization technologies such as VMware, Hyper-V, EC2">
• Experience with Single Sign On (SSO) platforms such as Okta">
• Proficiency with productivity and collaboration software including Google Workspace, Microsoft Office 365, and Slack">
• Knowledge and demonstrated use of AI tools to enhance productivity and problem-solving">
• Basic knowledge of cybersecurity principles">
• Experience with scripting and automation for system tasks is a plus">
• Demonstrated ability to manage and prioritize tasks in a fast-paced environment">
• Excellent communication and interpersonal skills, with a focus on building productive working relationships">
• Flexibility to work in time zones outside of local business hours">
• Experience using ticket systems such as Jira Service Management">

Benefits

• ">
• Remote-first culture">
• Health care coverage">
• Education reimbursement">
• Competitive paid time off">
• 4 self-care days per year">
• National holidays">
• 2 founder days + Juneteenth observed">
• Paid volunteer time">
• Charitable contribution match">
• Monthly wellness or home office reimbursement">
• Access to modern health (mental health platform)">
• Parental leave">
• Retirement plan with match/contribution">

About Turnitin

Turnitin maintains a total rewards package that is competitive within the local job market. We deliver more than just regular pay and bonus. Our comprehensive package prioritizes your overall well-being and offers choice and flexibility. Experience a remote-centric culture that empowers you to work with purpose and accountability in a way that best suits you.

Our Mission

We ensure the integrity of global education and meaningfully improve learning outcomes by putting educators and learners at the center of everything we do.

Our Values

• ">
• Customer-centric - we realize our mission by putting educators and learners at the center of everything we do">
• Passion for learning - we seek out teammates who are constantly learning and growing">
• Integrity - we believe integrity is the heartbeat of Turnitin">
• Action & ownership - we have a bias toward action and empower teammates to make decisions">
• One team - we strive to break down silos and collaborate effectively">
• Global mindset - we respect local cultures and embrace diversity">

Tii Elements

• ">
• A problem solver: can independently tackle issues of moderate scope, analyzing situations to determine the appropriate course of action">
• A continuous learner: eager to solicit and act on feedback from peers and senior engineers to develop professional expertise">
• Customer-focused: dedicated to ensuring a positive experience for employees and resolving technical issues efficiently">
• A team player: partners effectively with a global team, contributing insights and working collaboratively to solve problems">
• Detail-oriented: has a thorough knowledge of 1-2 enterprise IT systems and can manage a ticket queue within defined processes">