Systems Support Technician

Description

LCCU is hiring!

The role works within the Systems Support team to provide endpoint support, basic server administration, user access support, and assistance with core, enterprise application, and network-related issues in collaboration with the appropriate technology teams. The Systems Support Technician also supports device deployments, documentation, asset management, and cross-functional IT initiatives while maintaining a high level of customer service.

• Provides technical support to end users through in-person, phone, email, and remote-support channels. Troubleshoots common hardware, software, application, access, connectivity, printer, and peripheral issues and escalates more complex problems to appropriate technical resources.
• Receives, documents, prioritizes, and resolves assigned support tickets in accordance with established service levels and escalation procedures. Maintains accurate documentation of troubleshooting performed, actions taken, resolution, and required follow-up.
• Partners with Support Services to ensure complete ticket information, effective escalation, timely resolution, and ongoing knowledge transfer between Tier 1 and Systems Support.
• Performs approved user provisioning, de-provisioning, password resets, multifactor-authentication support, and routine access changes using Active Directory, Microsoft Entra , Microsoft 365, and other assigned platforms.
• Installs, configures, updates, and supports approved software applications on end-user devices using established procedures and endpoint-management tools, including Microsoft Intune where applicable. Troubleshoots software-related issues and escalates application-specific or compatibility concerns as needed.
• Deploys, configures, and supports Windows endpoints and related devices using approved tools and procedures, including Microsoft Intune and Windows Autopilot where applicable.
• Supports hardware setup, installation, configuration, maintenance, repair, and replacement for desktops, laptops, printers, and other peripheral devices. Supports technology asset lifecycle activities including receiving, inventory, assignment, recovery, storage, and secure disposal of equipment.
• Supports basic server and infrastructure administration activities under established procedures, including routine checks, account-related tasks, basic troubleshooting, and coordination with the Systems Support Analyst, Systems Support Engineer, Network Security Analyst, or vendors when escalation is required.
• Provides initial troubleshooting for application, infrastructure, and network-related issues and works with Systems Support, Core Applications, Enterprise Applications, Networking, and other technical teams to elevate and resolve issues.
• Performs basic troubleshooting of wired and wireless connectivity, VPN, DNS, DHCP, and endpoint-network issues and escalates infrastructure problems to appropriate technical resources.
• Creates and maintains troubleshooting documentation, procedures, knowledge-base articles, and user guidance and shares knowledge with Support Services and other technology team members.
• Provides basic user guidance on standard applications, workplace technologies, and support procedures and develops user-facing documentation when appropriate.
• Participates in device deployments, branch initiatives, application testing, upgrades, and other cross-functional IT projects as assigned.
• Escalates recurring, complex, or platform-level issues to the Systems Support Analyst, Systems Support Engineer, Network Security Analyst, application teams, vendors, or other technical resources as appropriate.
• Maintains current knowledge of endpoint,…