IT Support Services Technician

Poarch Band of Creek Indians • Atmore, AL

1d • Onsite

About The Position

The IT Support Services Technician is key line-level position responsible for delivering front-line support for all technical issues and requests within the Tribe’s organization. This position provides technical assistance to internal users, resolves IT-related incidents, and ensures the effective operation of the organization’s technology infrastructure. Reporting to the IT Support Services Manager, the IT Support Services Technician is responsible for diagnosing, troubleshooting, and resolving user-reported issues, ranging from software and hardware malfunctions to network connectivity problems. This job description is not an all-inclusive list of the duties and responsibilities of this position. PCI Employees are expected to perform all duties and responsibilities necessary to meet the goals and objectives of applicable programs and departmental objectives, as assigned. This role plays a strong commitment to understanding and embracing the Poarch Creek Indians Values of Perseverance, Opportunity, Accountability, Respect, Culture, and Honesty.

Requirements

• Associate’s degree in a related field of study with one (1) year of related IT employment experience and/or a combination of related education and IT employment experience equivalent to three (3) years.
• Must successfully pass the required criminal and character background check.
• Must possess a valid state driver’s license and insurable driving record according to Tribal insurance guidelines.
• Ability to travel and participate in required training, leadership development, and other events.
• Ability to perform all duties and responsibilities of this position adequately and successfully.
• Strong foundational knowledge in diagnosing and resolving end-user issues across hardware, software, and networks.
• Professional and empathetic approach to interacting with users and resolving their technical problems.
• Ability to resolve incidents effectively and escalate appropriately when needed.
• Accurate and thorough recordkeeping in service management systems and clear technical documentation.
• Ability to explain technical concepts to non-technical users in a clear and friendly manner.
• Familiarity with standard business systems including Microsoft Windows, Office 365, email platforms, and networking basics.
• Proficiency using remote tools and in-person troubleshooting to support both office-based and remote employees.
• Understanding of and commitment to organizational IT security practices, including access controls and data protection.
• Willingness to support and learn from colleagues while contributing to a team-based service delivery environment.
• Ability to prioritize effectively in a dynamic environment and take proactive steps to improve support delivery.
• Precision in managing account permissions, documenting incidents, and tracking asset information.
• Identifies inefficiencies and recommends or implements practical solutions to enhance service quality.
• Ability to remain engaged until assignments are completed and overcome obstacles.
• Takes accountability for performance and results.
• Open and honest communicator and follows policies and procedures.

Nice To Haves

• Certifications appropriate for the position preferred.
• Familiarity with ITIL processes and incident management preferred.
• Ability to work odd and irregular hours, as needed.

Responsibilities

• Provides first-line technical support to end users by troubleshooting and resolving hardware, software, and peripheral issues.
• Assists users with technical challenges involving desktops, laptops, mobile devices, printers, scanners, and related equipment.
• Troubleshoots software and network connectivity issues, ensuring minimal disruption to end-user productivity.
• Locks and unlocks user accounts in Active Directory and other systems, following organizational security policies and procedures.
• Documents all incidents and service requests in the IT service management (ITSM) system with clear, timely, and complete information.
• Offers remote and in-person support through multiple channels including phone, email, and remote desktop tools.
• Installs, configures, and maintains end-user software, including Microsoft Office, email clients, and custom organizational applications.
• Adheres to and enforces IT policies related to data security, access control, and acceptable use of technology.
• Uses diagnostic tools and technical knowledge to resolve a wide range of technical issues, escalating as needed to higher-tier teams.
• Assists in the setup, imaging, configuration, and maintenance of desktops, laptops, and other IT infrastructure.
• Supports software installations, updates, and patch management across user workstations.
• Participates in IT asset management, including inventory tracking, equipment provisioning, and disposal in compliance with lifecycle policies.
• Delivers excellent customer service by communicating solutions clearly, respectfully, and in non-technical terms.
• Follows up with users post-resolution to ensure satisfaction and address any residual concerns.
• Proactively monitors system and network health to identify and address issues before they impact users.
• Participates in system checks, performance diagnostics, and preventive maintenance tasks.
• Provides onboarding and offboarding technical support, including workstation setup, account provisioning, and secure deactivation of access and devices.
• Collaborates with internal IT teams—such as networking, security, and systems administration—to resolve more complex or systemic technical problems.
• Supports compliance initiatives by maintaining adherence to security protocols, access controls, and regulatory requirements
• Participates in team meetings, cross-functional project efforts, and planning sessions to ensure coordinated support and resource allocation.
• Identifies opportunities to streamline service desk operations and reduce ticket volume through automation or process improvement.
• Contributes to knowledge base documentation and training materials to enhance the efficiency and consistency of support services.
• Engages in continuous learning and skill development, staying current with new tools, technologies, and IT service trends.
• Performs other duties as assigned by the appropriate person.

Benefits

• Voluntary full-time benefit offerings include the following - medical, dental, vision, and life insurance and other volunteer insurance options.
• We also offer an Employee Assistant Program (EAP), paid time off, paid holidays, 401K with matching, bonuses, and COLA increase.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 101-250 employees