MUST BE LOCATED IN PITTSBURGH

When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in the global education space. For more than 20 years, Turnitin has partnered with educational institutions to promote honesty, consistency, and fairness across all subject areas and assessment types. Over 16,000 academic institutions, publishers, and corporations use our services: Gradescope by Turnitin, iThenticate, Turnitin Feedback Studio, Turnitin Originality, Turnitin Similarity, ExamSoft, and ProctorExam.

Turnitin has offices in Australia, India, Indonesia, Japan, Korea, Mexico, the Netherlands, the Philippines, Ukraine, the United Kingdom, and the United States. Our diverse community of colleagues are all unified by a shared desire to make a difference in education. Come join us, and let's make change together.
 

Turnitin is looking for a Helpdesk 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. This position will be based in the Pittsburgh, PA office.

Responsibilities

• Provide tier 1 support to users and operations in our Pittsburgh office as well as those working remotely

• 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 within the established SLAs

• Document and maintain support records of customer interaction for the knowledge base in the Jira Service Management ticketing system

• Track issues and act as liaison between IT Department, Operations team and related departments in order to resolve issues

• Perform preventive and on-demand maintenance on a variety of client Mac and Windows systems

• Troubleshoot and maintain Zoom video conference room equipment

• On-boarding and off-boarding of employees

• Participate in project teams performing complex technology related activities

• Continuous learning

Essential: 

• 1-3 years experience in an IT support setting with an internal ticketing system

• 2+ years of Mac OS X desktop experience supporting end users and desktop applications

• 2+ years of experience with Windows 10 and with imaging tools

• 2+ years of experience with productivity and collaboration tools including Google Workspace, Slack, MS Office 365, and Zoom video conferencing

• 2+ years of experience with mobile iOS and Android devices

• 2+ years of experience with Jira & Confluence

• 2+ years of experience with Single Sign On technologies

• 2+ years of experience with telephony systems and contact centers

• 2+ years experience and knowledge of JAMF Suite deploying, imaging and managing OS X and iOS devices

• Strong knowledge of Dell & Mac hardware and software

• Experience in managing 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

• Effective time management abilities

• Desire to provide excellent customer service to all levels of internal customers

• Ability to lift up to 60lbs

Preferred:

• ITIL, A+, Network +, MCP

• BA/BS Degree or equivalent experience

• Ability to travel domestically & internationally if required

• Experience working with a geographically distributed team

ELEMENTS FOR INTERVIEW

Relationship Building
Accountability
Resourcefulness
Adaptability

Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes. 

Our Values underpin everything we do.

• Customer Centric - We realize our mission to ensure integrity and improve learning outcomes by  putting educators and learners at the center of everything we do.
• Passion for Learning - We seek out teammates that are constantly learning and growing and build a workplace which enables them to do so.
• Integrity - We believe integrity is the heartbeat of Turnitin. It shapes our products, the way we treat each other, and how we work with our customers and vendors.
• Action & Ownership - We have a bias toward action and empower teammates to make decisions.
• One Team - We strive to break down silos, collaborate effectively, and celebrate each other’s successes.
• Global Mindset - We respect local cultures and embrace diversity. We think globally and act locally to maximize our impact on education.

 
Seeing Beyond the Job Ad

At Turnitin, we recognize it’s unrealistic for candidates to fulfill 100% of the criteria in a job ad.  We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If you’re willing to learn and evolve alongside us, join our team!
 
Turnitin, LLC is committed to the policy that all persons have equal access to its programs, facilities and employment. We strongly encourage applications from people of color, persons with disabilities, women, and the LGBTQ+ community, regardless of age, gender, religion, marital or veterans status.