Information Systems Support

Decentralized Masters

1d•Remote

About The Position

Information Systems Support assists the Security & Infrastructure Lead with the managed-device program, access controls, and support tickets for the Catalyst Capital group. The seat is the first response when a staff member needs a device fixed, an access credential handled, or a ticket worked before it becomes a larger incident. This is a hands-on support role. It does not run the security and infrastructure function, and it does not manage other people. The seat serves the whole group, above any single brand.

Requirements

Experience on a support desk that distinguishes tier 1, tier 2, and tier 3, including when to stop and hand a ticket on.
Practical work with managed devices and with access controls.
Calm, plain communication with people who are blocked and need a device or an account fixed.
Care with access: confirm the requester and the access they should receive before making a change.
This seat has no direct reports. People-management experience is not required.

Responsibilities

Assist with the managed-device program: setup, changes, and the everyday questions that come with company devices.
Assist with requests to grant, change, or remove access. Confirm who is asking and what they should receive before changing anything. Follow the Security & Infrastructure Lead's standard. Do not write a new one per request.
Work tier 1 and tier 2 support tickets through to a fix or a clear next step. Route tier 3 tickets to the right teammate, with the context they need. Write notes on what changed.
Serve staff across the Catalyst Capital group.