Support Engineer
On-siteKing of Prussia, Pennsylvania, United States
Job Summary
Triage, diagnose, and resolve IT support incidents and service requests for The Goddard School franchise network and corporate employees, owning tickets end-to-end from intake to closure. Deliver timely updates across phone, email, and the Service Portal while troubleshooting identity, Microsoft 365, endpoints, and franchise applications. Collaborate with engineering and vendor teams to close high-priority incidents and coordinate with franchisees and school staff. Contribute to knowledge base articles and ITSM improvements to reduce repeat tickets. Requires 3-5 years of IT service desk experience; 40-hour workweek with occasional travel for in-person events.
Required Qualifications
- 3-5 years in an IT service desk, technical support, or customer-facing IT role
- Hands-on experience supporting Microsoft 365, Windows endpoints, and identity/MFA workflows
- Demonstrated ability to troubleshoot independently using documentation, logs, and structured problem-solving
- Strong written and verbal communication skills; able to explain technical concepts in plain language to non-technical users
- Comfort working in a ticketing/ITSM system (Freshservice, ServiceNow, Jira Service Management, or similar) with a strong sense of documentation discipline
- Ability to prioritize and manage a queue of concurrent requests in a fast-paced environment
- There will be periodic requirements to travel for in-person events at your manager's discretion or the company's requirement
Desired Qualifications
- Bachelor's degree in Computer Science or related field is preferred
- Experience in a customer service or customer support role outside of IT
- Familiarity with ITIL concepts (incident, request, problem, change)
- Exposure to franchise, multi-site, or distributed-user support environments
- Customer-first Mindset: Approaches every interaction with the goal of delighting the customer, not just closing the ticket
- Problem-Solving Orientation: Curious, resourceful, and willing to dig in when the answer isn't obvious
- Communication & Relationship building: Communicates effectively at all levels and handles difficult conversations with grace, compassion, and composure
- Job Knowledge & Personal Development: Stays current with industry practices and seeks out opportunities to grow
- Flexibility & Dependability: Reliable, accountable, and able to adapt as priorities shift
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.