At Instructure, we are dedicated to empowering EdTech providers and educational organizations to unlock their full potential through innovative technology solutions. Our mission is to provide intuitive products and services that simplify learning and personal development, foster meaningful relationships, and inspire progress in education and careers. We believe in giving smart, creative, and passionate individuals the opportunity to make a significant impact in the world of EdTech.
We are looking for a talented IT Helpdesk Technician to join our Instructure IT team in Salt Lake City. This role focuses on delivering exceptional technical support to our internal customers. As a vital part of our IT support team, you will diagnose and resolve technical issues, assist with software and hardware installations, and ensure the smooth operation of our IT systems. Your main goal will be to provide timely and effective solutions, maintaining high levels of customer satisfaction and productivity. This role offers an exciting opportunity to contribute to our global effort in providing top-notch IT support services while collaborating with colleagues across different regions.
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
Join us in our mission to deliver outstanding IT support services and contribute to the success of our internal customers.
We’ve always believed in hiring the most awesome people and treating them right. We know that the more diverse we are, the more diverse our ideas will be and when we openly welcome those ideas, our environment is better and our business is stronger.
At Instructure we participate in E-Verify and yes, in case you didn't catch it from the above, we are an Equal Opportunity Employer.
All Instructure employees are required to successfully pass a background check upon being hired.
