The Opportunity -
Transform Education. Join a dedicated team. Use your technology talents to make a difference.

The Position -
The Senior IT Support Engineer will be responsible for providing technical and people leadership over our IT support areas which include desktops, laptops, email, phone system, etc. In addition, the Senior IT Support Engineer provides and coordinates Level 1 technical support activities and processes for our web, application and database server virtual machine environments. This position monitors and oversees the first response for technical support, development and IT operations service requests, escalating and routing issues to appropriate staff as necessary.

Position Duties:
• Oversees and provides first-response technical support to all issues reported via ticket system, phone and monitoring system alerts
• Identifies, diagnoses, and resolves Level 1 technical support issues reported by internal users
• Reviews, audits, defines, updates and implements service policies and procedures to safeguard critical systems, information and data
• Technical support includes troubleshooting user’s computer software and hardware, Active Directory account maintenance and general network connectivity
• Project Management for internal projects
• Installs and maintains key office software (accounting systems, anti-virus, etc.) operating environments and inventory
• Ensures all issues are expediently addressed, resolved, and documented with notes
• Provides regular support metrics reports to management which include:
- Backup job statuses
- Virus scan statuses
– Domain administration (expiring domain list, expiring SSL key list, etc.)
- Usage reporting
- # of support issues by period (active, closed, in progress)
• Actively raises issues and recommends improvements

Reports to: CTO

Skills And Qualifications:
• Minimum 5 years experience in an IT support position
• Experience with supporting web-based application environments
• Supervisory or management experience over an IT support team
• Project Management experience, using Microsoft Project
• Outstanding organizational skills and high attention to detail
• High level of flexibility, with a strong work ethic and an entrepreneurial spirit to accommodate a high level of responsibility and multiple priorities
• Experience with Microsoft Active Directory Systems administration
• Experience supporting software product development environments desired

An Equal Opportunity/Affirmative Action Employer

• Location: San Diego, CA 92123
• Compensation: TBD – DOE
• Principals only. Recruiters, please don’t contact this job poster.
• Please, no phone calls about this job!
• Please do not contact job poster about other services, products or commercial interests.