Franchise IT Support Engineer

The Goddard School

King of Prussia (PA)

On-site

USD 65,000 - 90,000

Full time

2 days ago

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Job summary

The Goddard School and its parent Goddard Systems, LLC (GSL) seek a hands-on Support Engineer to deliver high-quality IT help desk services to our franchise network and corporate users. You will own incidents from intake through resolution, with autonomy and a customer-first mindset.

You will troubleshoot Microsoft 365, Windows endpoints, and identity/MFA workflows, document solutions, and contribute to knowledge bases.

Qualifications

3-5 years in IT service desk, technical support, or customer-facing IT role.
Hands-on experience with Microsoft 365, Windows endpoints, and identity/MFA workflows.
Strong written and verbal communication; explain technical concepts clearly.
Familiar with ITSM/ticketing systems (Freshservice, ServiceNow, Jira).
Bachelor’s degree in CS or related field preferred.

Responsibilities

Serve as primary IT support contact for Goddard School franchisees and staff.
Own incidents end-to-end in Freshservice; triage, diagnose, resolve, document.
Understand franchise operations to prioritize by business impact.
Provide timely customer-facing updates; multi-channel support.
Collaborate with Engineering, Infrastructure, Security, and vendors when needed.
Contribute to KBs and runbooks; improve processes and automation.
Participate in high-visibility incident response with defined roles.
Engage with team and stakeholders to ensure consistent customer experience.