IT Support Technician

At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers. We do this by giving smart, creative, passionate people opportunities to create awesome. 

And that's where you come in:

We are seeking a highly motivated and customer-focused IT Helpdesk Technician to provide exceptional technical support to our employees. The ideal candidate will be a proactive problem-solver with a strong understanding of IT fundamentals and a passion for delivering excellent service. You will be the first point of contact for IT-related issues, ensuring timely and effective resolutions to keep our employees productive.

• Provide First-Level Technical Support: Respond to and resolve IT support requests via phone, email, ticketing system, and in person.
• Troubleshoot Hardware and Software Issues: Diagnose and resolve issues related to desktops, laptops, printers, peripherals, operating systems (Windows, macOS), and common software applications.
• User Account Management: Create, modify, and disable user accounts in Active Directory and other relevant systems.
• Network Support: Assist with basic network troubleshooting, including connectivity issues and VPN support.
• Software Installation and Configuration: Install, configure, and update software applications as needed.
• Hardware Maintenance: Perform basic hardware maintenance and repairs, and coordinate with vendors for more complex issues.
• Documentation: Maintain accurate records of support requests, resolutions, and IT inventory. Create and update knowledge base articles and user guides.
• Escalation: Escalate complex issues to higher-level support teams as necessary.
• Customer Service: Provide excellent customer service and maintain a professional and positive attitude.
• Remote Support: Provide remote support to users in various locations.
• Adhere to IT Policies: Follow company IT policies and procedures to ensure security and compliance.
• Onboarding/Offboarding: Assist with the IT aspects of employee onboarding and offboarding.

• Minimum of 1-3 years of experience in an IT helpdesk or technical support role.
• Strong understanding of Windows and macOS operating systems.
• Proficiency in troubleshooting hardware and software issues.
• Experience with Active Directory and user account management.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
• Experience with ticketing systems (e.g., Jira Service Management, ServiceNow).
• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical skills.
• Ability to work independently and as part of a team.  
• Customer-focused with a strong commitment to providing excellent service.
• Ability to prioritize and manage multiple tasks effectively.
• Fluent in English, both written and verbal.
• Willingness to learn and adapt to new technologies.

• IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional).
• Experience with cloud-based applications (e.g., Google Workspace, Microsoft 365).
• Experience with video conferencing systems (e.g., Google Meet, Zoom, Microsoft Teams).
• Experience with MDM solutions (e.g., Jamf, Intune)

We believe in hiring great people and treating them right. The more diverse we are, the better our ideas and outcomes.

Instructure is an Equal Opportunity Employer. We comply with applicable employment and anti-discrimination laws in every country where we operate.

All employees must pass a background check as part of the hiring process. To help protect our teams and systems, we've implemented identity verification measures. Candidates may be asked to verify their legal name, current physical location, and provide a valid contact number and residential address, in accordance with local data privacy laws.

Any attempt to misrepresent personal or professional information will result in disqualification.