IT Systems Engineer II (Bellevue, WA)

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About Us:

Right now, even though STEM skills are increasingly important, over 60% of students in Kindergarten through 8th grade are not proficient in math at their own grade-level. The pandemic has increased the opportunity gap for our most vulnerable students. As a society, we need to bring together our best, most creative minds to tackle this critical problem and ensure all kids are successful in math and school and have the tools they need to reach their potential. This includes developing the most innovative learning technology using advanced data science in a way that inspires students and empowers teachers. Come help us make a difference at DreamBox Learning.

We’re passionate about our mission to radically transform the way the world learns. Today, our Intelligent Adaptive Learning platform – with its rigorous math curriculum and game-based environment – is helping 5 million kids and over 150,000 educators improve math achievement and build a love of math at the same time. In the wake of COVID-19, and the broad range of learning experiences: in-person, all virtual and hybrid models, we are uniquely positioned to bring our best-in-class adaptive learning platform to more students and provide Educators and Parents with insights into their student’s learning.

We offer a flexible, hybrid work solution once it is safe to go back into the office. We are all 100% remote at this time.

About the Role: 

DreamBox is seeking an IT Systems Engineer II to deliver end-user support and meet the needs of a growing company with a geographically distributed workforce. This role requires candidates that are customer-centric, detail-oriented, and focused on delivering predictable, high-quality results. The IT Systems Engineer II position requires effective and empathetic communication with technical and non-technical internal customers and stakeholders at all levels of the business. Ideal candidates will take ownership of customer issues, while providing thoughtful and efficient solutions that prioritize end-user satisfaction. Continuous learning including researching new technical and business-process oriented solutions to adapt to growth, business needs, security and customer requirements should be a core proficiency for ideal candidates.

The IT Systems Engineer II provides maintenance of the computer desktop environment by supporting end users, identifying and resolving issues, providing hardware and software solutions, and supporting the internal IT Service Desk function. The IT Systems Engineer II will participate in identifying and troubleshooting client-side issues related to corporate infrastructure including, but not limited to: Active Directory, Domain Controllers, DNS, DHCP, remote access, email, file storage, anti-virus, networking, wireless, printers, VoIP, and cloud-hosted services.

What You'll Be Doing:

• Complete service desk tickets meeting variable SLA’s while providing exceptional customer service and escalating issues as required
• Provide support across multiple time-zones for geographically distributed end-users via new hardware deployment, troubleshooting, and configuration management
• Utilize and maintain the Service Desk ticketing software
• Deploy and manage end-user laptops
• Onboard new users, including initial training
• Maintain an accurate, up-to-date inventory of equipment and software licenses
• Document internal procedures, including writing and maintaining process and procedures
• Author and improve technical documentation for internal tools, procedures, and end-user solutions
• Coordinate end-user equipment repairs and maintain accurate inventory records
• Create, modify, and maintain objects in Active Directory and external identity providers (Okta, Azure AD)
• Install, test, and configure new workstations, peripheral equipment, and software
• Perform workstation hardware and software upgrades
• Manage workstation configuration, utilities, and software default settings
• Consistently follow established processes and procedures using IT best practices
• Participate in projects as assigned
• Exercise judgment within defined practices and policies
• Ensures SLA’s, ticket, and performance requirements are met
• This role requires periodic off-hour, on-call availability, and the ability to provide support for multiple North American time zones

About You:

• Minimum of 2 years responsibility in similar IT role
• Bachelor's degree or equivalent work experience required
• Microsoft, CompTIA certifications and/or equivalent experience preferred
• Technical certifications including but not limited to Office 365, cloud systems, and hardware preferred
• ITIL or other process certification preferred
• PowerShell or equivalent scripting and automation experience preferred
• Jira Service Desk and Confluence experience preferred
• Experience with cloud-based automated system deployment, configuration management, MDM, and application deployment systems for Mac and Windows (JAMF, Intune, MEM, Autopilot) preferred
• Knowledge in Active Directory, Exchange/Office 365, networking, and Microsoft products
• Knowledge of security systems, practices, anti-virus (Sophos preferred), encryption (FileVault and BitLocker), and MFA
• Business professional writing and verbal communication skills
• Ability to work independently meeting deadlines
• Attention to detail and high level of accuracy
• Perform all other duties and tasks as assigned
• Ability to lift 50lbs

#LI-JW1 

At DreamBox, we are hooked on celebrating diversity & providing an inclusive workplace and it shows throughout our product, brand, and teams. We are proud to be an equal opportunity employer. Thanks for considering DreamBox Learning!

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