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Help Desk Engineer II

Company: Teaching Strategies, LLC
Location: Bethesda
Posted on: March 26, 2020

Job Description:

About us

Teaching Strategies is a high growth, private-equity backed, market leading business in early childhood education. The Company provides the most innovative and effective curriculum, assessment, professional development, and family connection resources to programs serving children from birth through 3rd grade. With ground-breaking print and SaaS solutions and a strong belief that the most powerful way to impact child outcomes is to improve teacher effectiveness, Teaching Strategies has been supporting the critical work of early childhood educators for over 30 years.

Located in downtown Bethesda, MD, our company's headquarters are within steps from Bethesda Row and the Bethesda Metro stop. Candidates who fit with our values, vision, and mission will find a work environment that fosters creativity, innovation and career growth. We are building a team of results-oriented individuals who will thrive in a collaborative, work-hard/play-hard culture. We pride ourselves on the impact we have on the early childhood field through supporting teachers who are doing the most important work there is, teaching children to become creative, confident thinkers.

What's in it for you

Teaching Strategies offers our employees a robust suite of benefits and other perks which include:


  • Beautifully designed, open office space
  • Coffee and cereal bar
  • Free on-site gym
  • Casual dress environment
  • Company sponsored events
  • Professional development and growth opportunities
  • Tuition assistance
  • Competitive compensation package
  • Medical, dental, and vision coverage for spouses, domestic partners, and children
  • Pre-tax medical and dependent care flexible spending accounts (FSA)
  • Health savings accounts with employer contributions
  • 401(k) plan with employer match
  • Company sponsored life, short and long term disability insurance
  • Voluntary life and critical illness insurance
  • Commuter benefits
  • Paid parental leave programs
  • Generous paid time off (which includes Winter Break)

    Position Overview

    The Help Desk Engineer II monitors the Help Desk queues for new and available tickets, provides technical support to local and remote employees, prepares accounts and systems for new employees, ensures that IT asset management systems are accurately updated, and assists the Systems Administrators with daily network operations, infrastructure management, and planning. The Help Desk Engineer II is responsible for management of IT inventories, including making purchase requests and disposal requests for computer hardware and software. This position has no supervisory responsibilities, but mentorship is encouraged. Work-from-home is not permitted for this position.

    Specific roles and responsibilities:

    • Monitors help desk queues, prioritizes and responds to incoming support requests.
    • Provides technical support for Mac OS X and Microsoft Windows laptops and desktops.
    • Provides assistance with network printing and file sharing.
    • Troubleshoots and resolves network connectivity issues for end user machines.
    • Maintains hardware, software and mobile device inventories.
    • Images, deploys, troubleshoots, and repairs workstation hardware and software.
    • Deploys, troubleshoots, and repairs mobile device hardware and software.
    • Provides telephone and remote desktop support to off-site users.
    • Creates, updates, disables and archives Microsoft Active Directory, Office 365 user objects & mailboxes.
    • Maintains and creates Microsoft Exchange groups, rooms, etc.
    • Provides troubleshooting support for A/V presentations (laptops, projectors, etc.).
    • Coordinates transportation of AV equipment to and from off-site events.
    • Assists with the construction of event booths and the purchasing and setup of related electronics and support services.
    • Assists with the selection and inventory levels of miscellaneous hardware and peripherals.
    • Other duties as required.

      Qualifications:

      • Bachelor's degree or equivalent experience.
      • 5 years of hands-on help desk experience in a corporate environment.
      • CompTIA Security+, Network+, A+ certifications strongly preferred.
      • Ability to install, configure, and troubleshoot the following operating systems is required: Mac OS X, Microsoft Windows 10, Apple iOS 11+. Certifications strongly preferred.
      • Strong proficiency with Microsoft Office 2016/2019/365 is required. Certifications a plus.
      • Experience with JAMF Casper Suite is preferred.
      • Knowledge of networking fundamentals (TCP/IP, DNS, switching, routing).
      • Knowledge of network security fundamentals (firewall concepts, virus outbreak containment, least privilege, password management)
      • Ability to approach troubleshooting logically rather than by trial and error is required.
      • Strong organizational skills (e.g. maintenance of a clean workspace) are required.
      • Strong written and verbal communication skills are required.
      • Strong interpersonal skills for interacting with users & colleagues are required.
      • Flexibility and time management skills are required.
      • Interest in learning about new technologies and applications.

        Teaching Strategies, LLC is committed to creating a diverse workplace and is proud to be an equal opportunity employer of Minorities, all Genders, Protected Veterans and Individual with Disabilities.

Keywords: Teaching Strategies, LLC, Bethesda , Help Desk Engineer II, Engineering , Bethesda, Maryland

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