IT Support Technician (3rd Shift hours)

As an IT Support Technician at Instructure, your primary responsibilities include providing first-level technical support, troubleshooting hardware and software issues, managing user accounts in Active Directory, and assisting with basic network support. You'll also be expected to maintain documentation, escalate complex issues, and provide excellent customer service to ensure our team stays productive.

For the IT Support Technician position at Instructure, you should ideally have 1-3 years of experience in a technical support role, a Bachelor's degree in Information Technology or related field, and relevant IT certifications such as CompTIA A+ or Microsoft Certified Professional. Proficiency in troubleshooting both Windows and macOS, along with familiarity with Active Directory and networking concepts, is also required.

Instructure is dedicated to employee growth and development. As an IT Support Technician, you will have opportunities to learn and adapt to new technologies, participate in training sessions, and access knowledge portals. The culture promotes collaboration, and you'll receive support from your peers to enhance your technical skills, ensuring that you can effectively contribute to our mission.

The work environment for an IT Support Technician at Instructure is dynamic and collaborative. You'll work independently while also engaging with a diverse team that values problem-solving and innovation. The role requires strong communication skills and the ability to manage multiple tasks. You'll be supported by a culture that emphasizes customer service and continuous improvement.

Instructure IT Support Technicians use a range of software and tools essential for troubleshooting and support. This includes ticketing systems like Jira Service Management or ServiceNow, productivity applications such as Google Workspace and Microsoft 365, video conferencing tools like Zoom and Microsoft Teams, and various MDM solutions for device management.

When prioritizing tasks as an IT Support Technician, I assess the impact and urgency of each request. Issues that significantly affect productivity take precedence, while minor queries can be scheduled accordingly. Additionally, I communicate with team members to ensure alignment on urgent issues, showcasing excellent customer service.

In a previous role, I encountered a widespread connectivity issue affecting multiple users. By systematically troubleshooting network equipment, consulting documentation, and collaborating with peers, I identified a configuration error. I resolved it quickly, minimizing downtime and maintaining user trust.

To troubleshoot software issues, I start by gathering user-reported symptoms, checking system requirements, and replicating the problem if possible. From there, I consult knowledge bases or forums for similar issues, perform updates, and test in a controlled environment until the issue is resolved satisfactorily.

I handle difficult customers by actively listening to their concerns and empathizing with their frustration. I assure them that I am here to help and maintain a calm and professional demeanor. My aim is to resolve their issues efficiently while providing clear updates throughout the process.

I have hands-on experience managing user accounts in Active Directory, including creating, modifying, and disabling accounts. I understand how to set permissions and document changes to maintain security and compliance within the organization.

To stay updated on the latest technologies in IT support, I regularly attend webinars, participate in relevant online courses, follow industry blogs, and engage in forums with fellow IT professionals. This continuous learning approach helps me adopt best practices and new tools effectively.

When escalating issues, I follow a predefined protocol that includes documenting the issue thoroughly, capturing all relevant details, and forwarding it to the appropriate team with a clear explanation. This ensures a swift resolution while keeping the user informed about the escalation process.

I understand basic networking concepts, including TCP/IP, DNS, and DHCP, which are fundamental for troubleshooting connectivity issues. Knowing how these protocols function enables me to identify and fix problems efficiently, ensuring users can connect to resources without disruption.

I document my IT support processes by creating detailed records in our ticketing system, including issue descriptions, steps taken, and resolutions. I also contribute to knowledge base articles to streamline future troubleshooting, ensuring continuous improvement for support operations.

I have extensive experience working with cloud-based applications like Google Workspace and Microsoft 365. This includes user account management, troubleshooting access issues, and training users on best practices, which allows me to provide tailored support based on their needs.