Information Technology Support Technician

Just Right Reader is a forward-thinking curriculum provider committed to advancing literacy for students from Birth through 12th Grade. Our comprehensive resources are designed to support all learners, including upper-grade students requiring additional intervention to develop foundational skills. Grounded in the Science of Reading, our high-quality materials and tools equip educators with the support they need to accelerate achievement and foster lifelong readers. About the Role We're looking for an IT Support Technician to join our Technology team in Dallas. You'll be the primary hands-on IT resource for employees in the office while working closely with our remote Technology and Engineering teams. This role is ideal for someone who enjoys solving problems, takes ownership of their work, and thrives working independently while collaborating with teammates across the organization. You'll support employees with everything from setting up new laptops to resolving technical issues, ensuring every support request is handled promptly, professionally, and with a focus on delivering a great employee experience. What You'll Do Set up and deploy Windows and Apple laptops for new and existing employees Install software, configure devices, and prepare user accounts Manage incoming support requests through Zendesk, keeping tickets organized and moving toward resolution Troubleshoot hardware, software, Microsoft 365, Google Workspace, networking, and other day-to-day technology issues Escalate issues when needed while staying engaged until the problem is resolved Work closely with remote Technology and Engineering team members on more complex support requests Administer Microsoft 365, including user accounts, licensing, device management, and security settings Manage Google Workspace accounts and assist with user provisioning and troubleshooting Support employee onboarding and offboarding by preparing accounts, equipment, and access Track laptops, accessories, and other IT assets using MDM application Keep support documentation current so common issues can be resolved consistently Look for recurring problems and suggest practical improvements to reduce support requests and improve the employee experience What We're Looking For 3 - 5 years of experience in IT support, help desk, or desktop support Experience administering Microsoft 365, including the Microsoft Admin Center Experience supporting Google Workspace Experience using a ticketing platform such as Zendesk, Jira Service Management, or Service Now Strong troubleshooting and customer service skills Able to manage multiple priorities and stay organized Comfortable working independently while collaborating with a remote team Nice to Have Experience with PowerShell Experience managing devices with Microsoft Intune or another endpoint management platform Familiarity with identity and access management solutions Working knowledge of DNS, DHCP, VPNs, and Wi-Fi Experience supporting remote or hybrid employees What You'll Bring A practical approach to solving technical problems Clear communication and the ability to explain technical issues in plain language Strong organizational skills and attention to detail A willingness to take ownership and follow issues through to completion A customer-first mindset and a genuine desire to help people Based in our Dallas, Texas office Hybrid schedule with onsite work one to two days each week, typically Tuesdays and Thursdays Reports to a remote manager and works with Technology and Engineering team members across multiple locations Occasional after-hours work may be needed during major deployments or critical incidents How You'll Know You're Succeeding Employees receive timely, effective support and have a positive support experience New hires receive properly configured equipment on time Support tickets are resolved efficiently and documented clearly IT equipment remains organized and accurately tracked You identify opportunities to simplify processes, reduce recurring issues, and improve how IT supports the business #J-18808-Ljbffr