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.

• 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.

• At least 2 years of experience in a technical support role (Tier 1 or Tier
  2).
• 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 Service Now.
• Some experience in UNIX/Linux environments.
• Some knowledge of shell scripting or other coding experience.

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.

• 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.