IT Services Engineer

ITHAKA's mission is to expand access to knowledge and education around the world. Our services - Artstor, JSTOR, Portico, and Ithaka S+R - enable people everywhere to learn, to grow, and to overcome historical barriers to education. In carrying out our mission, as employees we feel a deep responsibility to each other and our well-being, and are committed to building and sustaining a diverse, equitable, and inclusive workplace.
The Role
As an IT Services Engineer, you will provide support to all of ITHAKA's employees working remotely across 37 states, as well as our two office locations in Ann Arbor, MI and New York, NY. The Information Technology Services (ITS) team is accountable for resolving support requests in a dynamic, agile environment and is dedicated to improving technology around the organization and enhancing the customer experience.
The IT Services Engineer is responsible for providing knowledge-driven, customer-centric support to the employees of ITHAKA.
As part of your training, you will have a structured schedule for the first 60 days, including a weekly onsite presence on Tuesdays, Wednesdays, and Thursdays. Following this initial period, there will be the opportunity to transition to a hybrid work schedule. The IT Services Engineer must have the flexibility to work onsite Mondays, Fridays, and days designated for remote work as needed.
Responsibilities

• Provide technical support, including installing and configuring computer systems, diagnosing hardware and software faults, and solving technical and applications/tools problems in a dynamic, agile environment via multiple channels including email, phone, chat and in-person service.
• Record the status of all incidents and requests using ITHAKA's issue tracking system, Freshservice.

• Regularly meet service standards and metrics for responsiveness and quality, maintaining high standards while addressing the 5,000+ issues reported annually.
• Maintain and manage desktop hardware and software while ensuring quality and consistency across the organization.
• Create and publish support content for troubleshooting and best practices that are accurate, high quality, engaging, and easy to comprehend for the benefit of the customer.
• Complete PC hardware and software moves, adds, and changes.
• Perform new employee setups, orientations, and assist with terminated employees.
• PC and Mac client software installations and upgrades including installing, configuring, and testing.
• Work collaboratively with team members, customers, and various teams to implement technical projects to support the organization successfully.
• Ability to comprehend the dependencies of a project to ensure proper alignment and coordination.
• Train customers in small groups onsite and/or virtual.
• Ability to travel and flex time between remote work and onsite work.
• Ability to provide after-hours support with prompt response.

Experience and Skills

• College degree in a related field.
• At least 3-5 years of technical support experience.

Experience troubleshooting and supporting macOSX, Windows OS, Mac hardware, and Windows hardware in an enterprise environment.Knowledge of both Windows and Mac management software tools (Jamf Pro, Desktop Central, and Intune) or similar products.

• Experience tracking incidents and requests in an issue ticketing system (Freshservice, Jira, etc.).
• Experience troubleshooting and supporting Windows and Mac machine imaging and mobile devices (iOS, Android, Windows Mobile).
• Experience supporting video conferencing tools and systems (Cisco Webex, MS Teams, GoogleMeet, Slack, etc.) and audiovisual equipment.
• Working knowledge of peripheral hardware such as printers, monitors, fax machines, copiers, etc.
• Experience with Active Directory and Azure AD (resetting passwords, joining machines to the domain, extending accounts, modifying group memberships, etc.).
• Working knowledge of remote connectivity software such as RDP and Cisco VPN.
• Experience with common networking concepts and basic networking troubleshooting and administration.
• Experience writing clear, concise technical documentation and accurate, non-technical summaries.
• Effective active listening and communication skills that allow for the sharing of ideas clearly and concisely.
• Ability to adapt in a constantly changing hybrid work environment where the majority of staff are remote.
• Committed to our organizational values of belonging, evidence, speed, teamwork, and trust.

Physical requirements :

• Ability to lift up to 50lbs.
• Mobility or Flexibility to maneuver in confined spaces.
• Ability to setup and breakdown workstations, carrying equipment (e.g. monitors, printers, etc.).
• Ability to travel

Work Authorization and Sponsorship
ITHAKA is not currently considering candidates who require any type of immigration sponsorship (additional work authorization or permanent work authorization) now or in the future to work in the United States.
Compensation and Benefits
At ITHAKA we believe in openness and equity. Part of living those values is our commitment to clarity about salary ranges, so candidates know what to expect. The starting salary for this position ranges from $60,000 - $70,000 per year. Starting pay may vary with job-related knowledge, skills, and experience. At present, our total compensation package for benefits-eligible employees includes medical, dental, and vision plans, an employer-paid 10% retirement contribution, paid parental and caregiver leave, 22 days of paid time off, 11 paid holidays, up to 12 sick days, wellness benefits, and more. Please note that ITHAKA, at its discretion, may make changes to its benefits programs from time to time.
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Work for ITHAKA
We are committed to our organizational values of belonging, evidence, speed, teamwork, and trust. We take inclusion seriously. Belonging is one of our core values, and it shows in our vibrant culture. People from a wide range of backgrounds work at ITHAKA, and we believe that unique perspectives help us realize new insights and build better solutions.
We want to work with people who are passionate about ideas like these and who wish to contribute their perspectives and talents to ITHAKA's mission. We enthusiastically welcome applications from people of all underrepresented backgrounds and credentials. We want to hear your story and include your perspective in the transformative work we aim to do.
Learn more about Working at ITHAKA.
Apply Now:
Although ITHAKA has physical offices in New York and Ann Arbor, Michigan, our employees are distributed across the continental United States. At this time, we're not considering candidates who are unable to work and reside in the continental U.S.
Candidates may apply by submitting an application online through our career site, if you have any questions about your application, please contact us at ITHAKA is committed to providing reasonable accommodations, if there's anything we can do to accommodate any portion of the application or hiring process, please contact us at
We are proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants receive consideration for employment without regard to race, color, sex, national origin, gender identity, sexual orientation, age, religion, domestic violence victim status, veteran status, disability, history of disability or perceived disability, or other status protected by law. We invite you to read our Equal Employment Opportunity and Affirmative Action Statement. ITHAKA cares about your privacy, learn more about our Applicant Privacy Notice.