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TITLE

 

IT Engineer

COMPANY

 

Turnitin

LOCATION

 

Oakland, CA, US

Description

Company Description

Turnitin is your partner in education with integrity. Turnitin’s originality checking and authorship investigation services ensure academic integrity, promote critical thinking, and help students improve their authentic writing. Turnitin provides instructors with the tools to prevent plagiarism, engage students in the writing process, and provide personalized feedback. Turnitin is used by more than 30 million students at 15,000 institutions in 140 countries. Turnitin is headquartered in Oakland, Calif., with international offices in Newcastle, U.K., Utrecht, Netherlands, Melbourne, Australia, Seoul, Korea and throughout Latin America.

Job Description

Turnitin is looking for an experienced IT Support Specialist who will work within our corporate IT group. Reporting to the US IT Manager, this position works closely with the Local IT and Operation teams in the US and the UK, to ensure all internal Turnitin employee needs are processed accurately and efficiently. We are looking for a customer service oriented team player with a strong work ethic who can hit the ground running with minimal supervision.

Responsibilities

  • Perform preventive and on-demand maintenance on a variety of client Mac and Window systems. Troubleshoot and maintain Zoom video conference room equipment
  • Be responsible for ensuring customers’ computer issues are resolved in a timely manner. May escalate issues to other service groups.
  • Participate as a member on project teams performing a variety of computer related activities.
  • Support end users via remote assistance, telephone, chat and email
  • Provide resolution to technical or application issues reported by customers or management.
  • Respond to customer issues with status and resolution. Document and maintain support records of customer interaction for the knowledge base in ticketing system.
  • Track issues and act as liaison between IT Department, operations team and related departments in order to resolve issues.
  • On-boarding of new employees and workstation configuration  

Qualifications

Essential: 

  • 1+ years of Mac OS X desktop experience supporting end users and desktop applications
  • 1+ years of experience with Windows 7 & 10 and with imaging tools
  • 1+ years of experience with productivity and collaboration tools, G-Suite, MS Office and video conferencing
  • 1+ years experience and knowledge of Casper Suite deploying, imaging and managing OS X and iOS · 
  • 1+ years of experience with mobile iOS and Android devices
  • Strong knowledge of Dell, Lenovo, & Mac hardware and software
  • Experienced in managing system accounts in Active Directory
  • Proven organizational, planning and problem-solving skills.
  • 3 years related experience
  • Ability to work independently and handle multiple issues simultaneously
  • Strong technical aptitude and troubleshooting skills
  • Strong ability to communicate effectively in writing and verbally, including previous work with a geographically distributed team
  • Excellent attention to detail
  • Strong interpersonal skills
  • Desire to provide excellent customer service to all levels of internal customers

Preferred:

  • Ability to lift up to 60lbs
  • Ability to travel domestically & internationally if needed
  • BA/BS Degree

Additional Information

Turnitin, LLC is committed to the policy that all persons have equal access to its programs, facilities and employment without regard to race, color, ancestry, national origin, age, gender, sexual orientation, gender identity, age, religion, creed, disability, medical condition, genetic information, marital or veteran’s status.

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