End-User & Systems Support
About The Position
The End-User & Systems Support role is an entry-level role responsible for providing first-line technical support to end users across the organization. This role supports desktops and laptops, cloud-based applications, networking, audiovisual systems, and collaboration tools while working within established IT policies and data governance standards. The technician will work tickets in a queue-based environment, collaborate closely with other IT team members, and gain exposure to enterprise technologies across office, arena, and cloud environments. This position is ideal for a motivated individual looking to build a strong foundation in enterprise IT systems, customer support, and modern cloud technologies.
Requirements
- High school diploma or equivalent (Associate’s or Bachelor’s degree in IT or related field preferred)
- 0–2 years of experience in IT support, helpdesk, or customer service-related technical role
- Basic understanding of Windows and macOS operating systems
- Familiarity with Microsoft 365 applications
- Strong customer service and communication skills
- Ability to manage multiple tasks in a ticket-driven environment
- Ability to lift and move IT equipment (up to 40 lbs)
Nice To Haves
- Experience with Azure AD / Entra ID
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP, Wi-Fi)
- Exposure to AV systems, VoIP, or IPTV technologies
- Familiarity with cloud platforms such as AWS or Azure
- Interest in databases, data platforms, or infrastructure technologies
Responsibilities
- Provide Tier 1 technical support to end users via ticketing system, email, phone, and in-person support
- Accurately document incidents, requests, and resolutions in the ticketing system
- Escalate complex issues to Tier 2/3 support when appropriate
- Image, configure, and deploy Windows PCs and Apple MacBooks
- Install and maintain the organization’s standard technology stack and required software
- Assist with device lifecycle management, including onboarding and offboarding users
- Support users within Azure Active Directory (Entra ID)
- Assist with account provisioning, access requests, and basic group management
- Support Microsoft 365 applications including Outlook, Teams, OneDrive, SharePoint, and related services
- Perform basic LAN and Wi-Fi troubleshooting for office users
- Work with senior IT staff to resolve more complex networking problems
- Assist users with cloud storage platforms (OneDrive, SharePoint, and other approved services)
- Help users understand and comply with data governance, security, and retention policies
- Identify and report potential data handling or compliance concerns
- Assist with deployment, configuration, and troubleshooting of AV technology in meeting rooms
- Support IPTV systems and conference room technology
- Provide basic support for microphones, displays, cameras, and control systems
- Perform basic VoIP troubleshooting (handsets, softphones, call quality, connectivity issues)
- Escalate carrier or system-level issues as needed
- Support and learn specialized technologies used in arena and event spaces
- Assist with setup, troubleshooting, and operational support during events as required
- Work effectively as part of a collaborative IT team
- Communicate clearly and professionally with users and teammates
- Demonstrate a willingness to learn new technologies and processes
- Participate in documentation efforts and continuous improvement initiatives
- Assist with entry-level tasks related to database technologies and unstructured data platforms
- Gain hands-on exposure to infrastructure supporting these systems in AWS and Azure
- Support senior team members with basic cloud and infrastructure-related tasks
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
