IT User Support Service Desk Support Technician - Remote

Overview

This position provides second-tier IT support to resolve end user issues related to hardware, software, and networking, ensuring effective coordination of systems and services for the Institute's climate and sustainability initiatives.

In Short

• Provide second-tier support for hardware, software, and networking issues.
• Deploy various devices to customers, including computers and mobile devices.
• Support technology onboarding and equipment management.
• Ensure IT security compliance and user support.
• Communicate effectively with departmental clients.
• Document practices and standards for IT support.
• Manage inventory of IT resources.
• Provide Tier 1 support acting as the first level of contact.
• Write support documents for common IT issues.
• Perform other related duties as needed.

Requirements

• Vocational training or equivalent experience in IT support.
• 2-5 years of work experience in a related discipline.
• Proficiency in Windows and Macintosh environments.
• Advanced troubleshooting skills in Windows 10/11 and macOS.
• Knowledge of basic networking concepts (TCP/IP, DNS, DHCP).
• Experience with Microsoft 365 applications.
• Familiarity with ServiceNow IT ticketing systems.
• Understanding of remote support software.
• Strong problem-solving and communication skills.
• Ability to manage time effectively and maintain confidentiality.

Benefits

• Health, retirement, and paid time off benefits.
• Opportunity for professional development and training.
• Supportive work environment focused on research and education.
• Access to a wide range of resources for eligible employees.