Franchise IT Support Engineer

The Goddard School

King of Prussia (PA)

On-site

USD 65,000 - 85,000

Full time

14 days+

Get more replies from employers

Send a job-specific resume in minutes.

Job summary

The Goddard School is seeking a hands‑on Support Engineer to deliver high‑quality IT support to our franchise network and corporate users. You will own incidents end‑to‑end, triage and resolve requests, and maintain clear documentation in our ITSM system.

You will work across Microsoft 365, Windows endpoints, and franchise applications, coordinating with Engineering, Infrastructure, and security teams to ensure reliable service and a strong customer experience.

Qualifications

Minimum 3–5 years in an IT service desk or customer‑facing IT role.
Hands‑on experience supporting Microsoft 365, Windows endpoints, and identity/MFA workflows.
Strong communication skills and ability to explain technical concepts to non‑technical users.
Familiarity with ITIL concepts and ticketing systems such as Freshservice or ServiceNow.

Responsibilities

Serve as a primary point of contact for IT support requests from franchisees, school staff, and corporate employees.
Own incidents and service requests end‑to‑end in the ITSM platform: triage, diagnose, resolve, document, and close with clear notes.
Prioritize issues by business impact and communicate status with what’s known/next steps/updates.
Provide timely updates across channels (phone, email, service portal) with a customer‑first tone.
Collaborate with Engineering, Infrastructure, Security, and vendors when needed to ensure closure.