Technical Support Spec

Who we are:

At HMH we are a learning company. Our learning platforms serve millions of learners and educators. We have interesting technology problems to solve, including how students interact with content from our Enterprise learning platforms, how it impacts learning outcomes and how we use data to drive results. Having all our applications supported and available, is a critical to our platform’s success.

About the team your joining:

The Technical Specialist role reports to the Manager, End-User Experience and is responsible for providing support to all employees and contractors within the organization's desktop computing environment. This involves working in a dynamic, fast-paced environment which includes installing, diagnosing, repairing, maintaining, and upgrading hardware and software to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via remote access) in a timely and accurate fashion meeting customer satisfaction and continuous service delivery demands.

Primary responsibilities:

• Provide first-level (first point of contact) support in the areas of Windows system administration, Apple Mac devices, FTP (File Transfer Protocol), Mobile/Desk Phones, iOS, Android.
• Basic AD, MS Intune, Jamf, Office 365, and Exchange administration.
• Install, upgrade, support, troubleshoot, and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of authorized software applications to a satisfactory resolution in a timely manner.
• Ensure devices interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, application servers, and administrative systems.
• Install and configure new technology equipment.
• Resolve incidents with printers, copiers, and scanners.
• Assist in user/hardware movement and relocations.
• Assist all users with any logged technology related incident when called upon.
• Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the end user as soon as possible; collaborating and escalating incidents to other support teams or vendors where necessary.
• Accurately record, update, and document incidents and requests using ServiceNow.
• Maintain first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
• Maintain professional verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.
• Be a highly-motivated team player with the ability to manage changing priorities.
• Create, maintain, and publish relevant job-aids and support documentation to assist all end-users in the quick resolution of their incidents and service requests and enable users to become more self-sufficient.
• From time to time, you may be helping other IT teams with projects related to servers, infrastructure, and the network.
• Exhibit a flexible approach to working on a rotation basis and provide necessary coverage where needed.
• Stay up-to-date with the latest technologies and internal system processes.
• Undertaking other duties not specifically stated which from time to time are necessary without altering the nature or level of responsibility.

However, we also actively want you to think bigger, see beyond issues, and use technology in a smart way, to solve problems.

Here is what you’ll need to be successful in this role:

• Minimum 1 to 5 years of experience in a Windows/Mac IT support role
• Willing to be on call outside normal business hours to provide necessary support coverage when needed
• Ability to demonstrate a working knowledge of Microsoft Windows and MAC client operating systems as well as various software packages including Microsoft Office and Adobe Creative Suite
• Basic knowledge of AD, Exchange, and remote-control tools
• Experience performing incident triage, incident management and issue resolution
• Good problem-solving skills with the ability to solve complex technical issues a must
• Fundamental computer networking skills sufficient for troubleshooting
• Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone, and in writing
• Must display drive, enthusiasm, and attention to detail
• Take personal ownership to deliver customer satisfaction.
• Respect and work effectively with diverse people, perspectives, and ideas
• Knowledge and practical experience with service management tools; ServiceNow preferred

Desired Skills (Nice to Have in addition to the Required Skills)

• Bachelor of Science in Computer Science (preferred) or equivalent experience
• ITIL Foundation Certification
• Industry certifications, this can include A+, N+, ACTC and/or MCDST
• Asset Management tools as Intune, Jamf experience a plus
• Encryption tools such as MS BitLocker a plus
• Experience of working in a busy and challenging IT organization
• The right attitude – customer-focused, collaborative, and communicative.

ABOUT US:

Houghton Mifflin Harcourt (NASDAQ:HMHC) is a global learning company dedicated to changing people’s lives by fostering passionate, curious learners. As a leading provider of pre-K–12 education content, services, and cutting-edge technology solutions across a variety of media, HMH enables learning in a changing landscape. HMH is uniquely positioned to create engaging and effective educational content and experiences from early childhood to beyond the classroom. HMH serves more than 50 million students in over 150 countries worldwide, while its award-winning children's books, novels, non-fiction, and reference titles are enjoyed by readers throughout the world.

For more information, visit http://careers.hmhco.com

Houghton Mifflin Harcourt is committed to a comprehensive policy of Equal Opportunities, and we aim to create a workplace which provides for equal opportunities for all employees and potential employees.