What are the responsibilities and job description for the IT Support Technician position at Instructure?
Instructure was founded to define, develop, and deploy superior, easy-to-use software. (And that’s what we did / do / will keep on doing.) We are dedicated to the fight against iffy, mothbally, shoddy software. We make better, more usable tools for teaching and learning (you know, stuff people will actually use). A better connected and more open edtech ecosystem. And more effective ways for everyone everywhere to access education, make discoveries, share knowledge, be inspired, and do big things. We accomplish all this by giving smart, creative, passionate people opportunities to create awesome. So here’s your opportunity.
We are looking for a qualified IT Support Technician to join our team.
At Instructure, we believe in order for our people to do their best work, they deserve the best possible tools and support. If you believe this as well, then we want to talk to you as we need someone with a technical background who is also highly customer service focused. The IT Support Technician will be responsible for supporting end-users by monitoring, maintaining, and supporting the hardware and software they use to get their jobs done. This includes, but is not limited to, personal computer systems (Mac and PC), software installation, application access, telephony systems, and networking.
\n- Serve as the first point of contact for all IT-related issues via helpdesk ticketing system, email, phone, and in-person support.
- Diagnose and resolve hardware, software, and network issues for macOS, Windows, and mobile devices.
- Manage user accounts, permissions, and access in systems such as Okta, Microsoft 365, and Google Workspace.
- Support and maintain AV equipment and conference room technology, ensuring smooth operation for meetings and presentations.
- Assist in setting up, configuring, and troubleshooting laptops, monitors, and peripherals for new and existing employees.
- Collaborate with other IT teams to escalate and resolve complex technical issues.
- Document technical solutions, troubleshooting steps, and best practices in the knowledge base.
- Participate in onboarding and offboarding processes, including device provisioning and asset management.
- Contribute to IT projects, including hardware upgrades, software deployments, and process improvements.
- 1-3 years of experience in IT support or a helpdesk role.
- Proficiency in supporting macOS, Windows, and iOS/Android devices.
- Familiarity with enterprise tools such as Okta, Slack, Google Suite, Jamf, Intune, Active Directory, and Office 365.
- Knowledge of networking fundamentals, including Wi-Fi, VPN, and basic troubleshooting.
- Strong customer service and communication skills with the ability to explain technical concepts to non-technical users.
- Proven problem-solving skills and ability to multitask in a fast-paced environment.
- Ability to lift and move IT equipment (up to 50 lbs).
- Competitive salary, stock options, and 401k
- 100% paid medical, dental, disability, and life insurance
- HSA program, vision, voluntary life, and AD&D
- Lots of paid time off, 11 paid holidays, and flexible work schedules
- Lifestyle Spending Account
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.
