Turnitin is a global company dedicated to ensuring the integrity of education and meaningfully improving learning outcomes. For more than 20 years, Turnitin has partnered with educational institutions to promote honesty, consistency, and fairness across all subject areas and assessment types. Our products are used by educators to guide their students towards higher standards of integrity and by students, researchers and professionals to do their best, original work. 

Turnitin has offices in Australia, India, Indonesia, Japan, Korea, Mexico, the Netherlands, the Philippines, Ukraine, the United Kingdom, and the United States. Over 15,000 academic institutions, publishers, and corporations use our services: Feedback Studio, Gradescope, iThenticate, Turnitin Originality, Turnitin Similarity and ExamSoft

Turnitin is looking for an experienced IT Engineer who will work within our corporate Global IT group. Reporting to the US IT Manager, this position works closely with the IT and Operations team 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

• Provide support to users and operations in our Dallas office as well as those working remotely
• Perform preventive and on-demand maintenance on a variety of client Mac and Windows systems
• Troubleshoot and maintain Zoom video conference room equipment
• Be responsible for ensuring customers’ computer issues are resolved in a timely manner
• Support end users in person and 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 the ticketing system
• Track issues and act as liaison between IT Department, Operations team and related departments in order to resolve issues
• On-boarding and off-boarding of employees
• Conduct Proof Of Concepts for emerging technologies
• Lead or participate in project teams performing complex technology related activities
• Tooling, research and continual improvement of processes and procedures

• 3-5+ years experience in an IT support setting
• Mac OS X desktop experience supporting end users and desktop applications
• Experience with Windows 10 and with imaging tools
• Experience with productivity and collaboration tools including Google Workspace, Slack, MS Office 365, and Zoom video conferencing
• 3+ years of experience with mobile iOS and Android devices
• Jira & Confluence experience
• Experience with Single Sign On technologies
• Experience with telephony systems and contact centers
• Knowledge of JAMF Suite deploying, imaging and managing OS X and iOS devices
• Strong knowledge of Dell & Mac hardware and software
• Experience in managing system accounts in Active Directory
• Basic networking skills including TCP/IP, DHCP, DNS
• Proven organizational, planning and problem-solving skills.
• Ability to work independently and handle multiple issues simultaneously
• Strong technical aptitude and troubleshooting skills
• Strong ability to communicate effectively in writing and verbally
• Excellent attention to detail
• Strong interpersonal skills
• Desire to provide excellent customer service to all levels of internal customers

Preferred:

• ITIL, A+, Network +, MCP
• BA/BS Degree
• Ability to travel domestically & internationally if required
• Experience working with a geographically distributed team

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 veterans status.