IS Support Administrator I

Reporting to the Director of Information Services, the IS Support Administrator I provides technical support and administration for Information Services systems by troubleshooting Tier 1 hardware, software, and network issues and escalating more complex issues. As the first point of contact for users, this role is responsible for promptly responding to and resolving issues and tracking their status in the Help Desk Support reporting system., Administrative and Technical

• Serves as the primary point of contact for users, answering questions and solves moderately technical issues with users via email, phone, in person, or chat.
• Provides Tier 1 troubleshooting and technical support for desktop, laptop, mobile device, and application issues, escalating complex issues to the designated IS team member.
• Follows documented procedures and knowledge-based articles to troubleshoot and resolve issues related to, but not limited to:

Windows/macOS login issues

Google Workspace applications

Password reset and MFA

Basic network connectivity

Peripheral Devices, e.g., printers

Standard desktop/laptop hardware

• Installs, configures, and maintains computer hardware, software, printers, and peripheral devices.
• Assists with new-user onboarding, including account setup and workstation preparation.
• Monitors and responds to system alerts and automated tickets.
• Supports remote users and troubleshoot connectivity issues.

Help Desk Ticketing System

• Responds to help desk tickets, logs support interactions with detailed and accurate information.
• Ensures the requestor receives feedback and a status update via the Help Desk Ticketing system at regular intervals.
• Checks the Help Desk Ticketing system for accuracy, completeness of entries, and to close out completed support requests.
• Generates reports from the Help Desk Ticketing system for pending, in progress, and completed requests for managerial review.

Customer Service

• Provides professional and exceptional customer service and technical guidance to staff.
• Trains users on basic technology tools and best practices.
• Communicates technical information clearly to non-technical users.

Technology Operations

• Aids in maintaining IS asset inventory, software licensing, and equipment lifecycle records.
• Assists with the coordination of hardware and software deployment.
• When requested, support technology projects, system upgrades, and new implementations.

Information Systems/Technology IS/IT Administration, Information Systems/Technology IS/IT Administration, Help Desk, Technical Support, Problem Solving Skills, Customer Relations, Resolve Customer Issues, Laptop PC, Identify Issues, Desktop PC, * Minimum 1 year of IT support with strong technical aptitude and a customer service background.

• Familiarity with Windows 10/11 and macOS.
• Basic understanding of Active Directory and Google Workspace.
• Ability to diagnose and resolve basic technical issues.
• Strong organizational, communication, and customer service skills.
• Preferred, but not required:
• Basic working knowledge of TCIP/IP, DNS, DHCP.
• Experience with help desk ticketing systems preferred, not required.
• Experience supporting mobile devices (iOS/Android)
• Familiar with remote support tools (TeamViewer, AnyDesk, Intune, etc)

• The expected hourly rate for this Los Angeles, CA-based position is $25.00, subject to change.