What is Knewton? At Knewton, we believe each student is unique and that their knowledge is not defined by their last answer. Sometimes what a student needs at any moment may not be the next lesson in their textbook. Teachers, schools and education companies use Knewton solutions to adapt to each student’s unique needs with tailored recommendations. Join us to help students have a more positive educational experience.

What have we accomplished since opening our doors in 2008? We’ve built an adaptive learning API that has delivered more than 15 billion (that’s right, billion) personalized recommendations to over 14 million students on every continent (okay, except Antarctica). We are building on the success of our recently-launched Alta product to deliver educational software to colleges and universities across the country. We’re headquartered in beautiful Union Square NYC with offices in London and Tokyo. Investments top $150M from well-known angel investors plus Accel, Bessemer, First Round Capital, Firstmark, Founders Fund, GSV and Atomico.

Our team is seeking a temporary IT Support Contractor to join the Infrastructure Team. In this role, you will be responsible for the technical support activities for our remote and NYC-based employees. This position reports to the Senior Director of Engineering.

We’re seeking someone who can work out of our NYC HQ from Monday - Friday from 9am - 6pm ET (1 hour break). This is a 6 month contract and will not exceed 40 hours per week.

This is a great opportunity to:

• Provide desktop support to our remote and NYC-based employees (primarily Mac/Apple devices)
• Handle the rollout and implementation of new software
• Ensure that all employees have access to third party services (i.e. Office 365)
• Assist with technical logistics for on-site events and meetings in the NYC office
• Monitor and distribute MiFi devices and other peripherals as needed
• Troubleshoot any level 1 or level 2 tickets that come in from the Team
• Appropriately track and escalate issues using different cloud services to the Systems Administration team
• Provide remote assistance for major product demo given to Knewton’s customers as needed
• Manage Zoom instance for the Sales team including but not limited account auditing and provisioning, configuration changes, and storage management
• Arrange for any hardware repairs with vendors local to regionally-based Sales Team members (i.e. Apple). This includes researching local hardware repair vendors across the U.S. and serving as an intermediary between vendors and Sales employees
• Assist with a workspace relocation project that will involve disconnecting workstations, relocating hardware to a new facility and reconnecting workstations in a new environment.

What we are looking for:

• 2+ years of IT Support experience, preferred
• Proficiency in disconnecting and reconnecting Apple and PC workstations and peripherals in a timely manner
• Amiable and empathetic personality and approach to work
• Ability to quickly learn and apply subject matter taught in training
• Exceptional problem solving skills with the ability to stay calm navigating the unknown
• Excellent verbal and presentation skills with strong attention to detail
• High level of organization and multitasking skills with ability to prioritize concurrent needs

This is a great opportunity to:

• Provide desktop support to our remote and NYC-based employees (primarily Mac/Apple devices)
• Handle the rollout and implementation of new software
• Ensure that all employees have access to third party services (i.e. Office 365)
• Assist with technical logistics for on-site events and meetings in the NYC office
• Monitor and distribute MiFi devices and other peripherals as needed
• Troubleshoot any level 1 or level 2 tickets that come in from the Team
• Appropriately track and escalate issues using different cloud services to the Systems Administration team
• Provide remote assistance for major product demo given to Knewton’s customers as needed
• Manage Zoom instance for the Sales team including but not limited account auditing and provisioning, configuration changes, and storage management
• Arrange for any hardware repairs with vendors local to regionally-based Sales Team members (i.e. Apple). This includes researching local hardware repair vendors across the U.S. and serving as an intermediary between vendors and Sales employees
• Assist with a workspace relocation project that will involve disconnecting workstations, relocating hardware to a new facility and reconnecting workstations in a new environment.

What we are looking for:

• 2+ years of IT Support experience, preferred
• Proficiency in disconnecting and reconnecting Apple and PC workstations and peripherals in a timely manner
• Amiable and empathetic personality and approach to work
• Ability to quickly learn and apply subject matter taught in training
• Exceptional problem solving skills with the ability to stay calm navigating the unknown
• Excellent verbal and presentation skills with strong attention to detail
• High level of organization and multitasking skills with ability to prioritize concurrent needs