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 seeking a proactive and customer-focused IT Helpdesk professional to join our team at our Loveland, Ohio office. This role will primarily involve providing comprehensive IT support to our in-office Customers and ensuring coverage for the East Coast time zone.What You Will Do:Serve as the primary point of contact for IT support at our Loveland office, addressing onsite technical issues and requests promptly and efficiently.Provide dedicated support to our Parchment and Instructure customers, assisting with software inquiries, troubleshooting, and issue resolution.Maintain and troubleshoot hardware and software systems, including computers, printers, networking equipment, and related peripherals.Ensure timely resolution of IT-related incidents and service requests, adhering to defined service level agreements (SLAs).Collaborate with remote IT teams to escalate and resolve complex technical issues as needed.Assist in the setup and configuration of new hardware and software applications for employees.Implement and enforce IT security measures to protect systems and data integrity.Conduct technology training sessions for employees to enhance their proficiency in using IT tools and resources.Provide after-hours and weekend support to cover the East Coast timezone, ensuring continuous availability for critical IT needs.What You Will Need to Know/HaveProven experience (1-3 years) in a similar IT support role, preferably in a customer-facing environment.Strong technical troubleshooting skills with proficiency in Windows and Mac operating systems.Familiarity with ITIL best practices and ticketing systems for incident management.Excellent communication and interpersonal skills, with a customer-centric approach to problem-solving.Ability to work independently and prioritize tasks in a dynamic and fast-paced environment.Flexibility to work outside regular business hours to accommodate coverage for the East Coast time zone.Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.$22 - $24 an hourWe'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.
