Information Technology Support Technician

Overview The client seeks a motivated and talented technical support individual to provide Tier‑1 technical support assistance to its users, particularly for accounts, access, and other class‑A support matters. The individual will be a member of the CELS Research Computing teams and will help users efficiently use our IT services and computer resources. Responsibilities Assist users with account signup, renewal, and reactivation for access to resources. Provide technical support for macOS and Windows operating system use. Maintain macOS computer record enrollment in Apple Business Manager and JAMF Pro. Provide access to projects, groups, mailing lists, and Slack. Debug multi‑factor authentication setup issues. Improve existing helpdesk service processes where applicable. Act as tier‑1 point of contact, reviewing tickets and triaging queries to appropriate SME groups. Create documentation such as getting‑started guides for accounts, project access, and IT service usage. Onboard new users at the facility/directorate. Assist user communication as appropriate. Update and track customer‑reported issues from submission to resolution. Fulfill IT service catalog requests from customers. Qualifications At least 2 years of experience in a technical support role (Tier1 or Tier2). Bachelor’s degree in Computer Science, Information Technology, or a related field. Excellent interpersonal and teamwork skills. Strong verbal and written communication abilities. Strong testing and troubleshooting skills to identify process bottlenecks. Hands‑on knowledge of ticketing software such as ServiceNow. Some experience in UNIX/Linux environments. Some knowledge of shell scripting or other coding experience. Salary & Benefits Annual Salary: $55,000 – $65,000 Benefits include: 10 national holidays, 2 weeks PTO (10 days), 1 week sick leave (5 days), $5/hr Health & Welfare stipend, Short‑Term and Long‑Term Disability, Group Life Insurance, Accidental Death & Dismemberment coverage. Employment Details Duration: 6‑month contract with option for renewal in 6‑month increments. Employment Type: Contract (W2). Seniority Level: Associate. Job Function: Information Technology. Industry: IT Services and IT Consulting. #J-18808-Ljbffr