IS Support Technician

The IS Support Technician is an entry-level, first-line (tier-1) support role responsible for providing help desk support for IS equipment, systems, and users. This includes installing, diagnosing, troubleshooting, repairing, maintaining, and upgrading hardware and software to ensure optimal performance for end users. Issues that fall outside the scope of tier-1 support are escalated to the Systems Administrator, who serves as this role's escalation point and mentor. Exceptional customer service, written, and oral communication skills are required., * Serve as the first point of contact (tier-1/help desk) for end-user technical support requests, via phone, email, ticketing system, and walk-up support.

• Provide end-user support, including installation, configuration, maintenance, and troubleshooting of workstation hardware and application software.
• Install and support PC workstation hardware, operating system software, business applications, and office productivity software.
• Create and manage basic user accounts in Entra ID and other cloud systems under established procedures.
• Troubleshoot and restore end-user access to systems, applications, and network resources.
• Assist with routine data backup and recovery tasks.
• Provide guidance to employees on the proper and effective use of office productivity tools, business applications, and shared file and printing services.
• Able to install, terminate, and troubleshoot ethernet network cabling.
• Able to setup and operate various types of audio/video equipment.
• Log, track, and document all support requests and their resolution in the ticketing system.
• Escalate issues beyond the scope of tier-1 support, including advanced networking, cloud systems administration, identity/security configuration, and enterprise application issues, to the Systems Administrator.
• Adhering to and enforcing all security protocols and policies.
• Able to build interdepartmental relationships and provide excellent customer service.

• Ability to effectively communicate, both verbally and in writing, with users of varying degrees of technical ability and understanding.
• Effective time management skills and ability to manage multiple projects simultaneously.
• Must be a team player and be able to work independently. Strong troubleshooting skills and attention to detail., High school diploma or general education degree (GED); 0-2 years desktop/help desk support experience, or equivalent training/education. Certifications such as CompTIA A+ or ITIL Foundation are a plus but not required.