Technical Support (Help Desk)

• Serves as first tier Helpdesk support to the administration of both Windows and Mac devices, tasks include (but not limited to):     
• Performs installations, setting up Active Directory (AD) user accounts, maintaining general logins, establishing permissions, etc  
• Performs hardware and software maintenance, repairs, upgrades, backups, restores and other maintenance tasks as needed 
• Supports device replacements and rotations 
• Installs and troubleshoots NISC approved software on NISC owned devices 
• Provides support of NISC’s phone & ACD systems 
• Assists with support of our SSO (Okta) for various applications 
• Provides initial support by assisting onsite or virtual employees with common login and permission issues, as well as resolving problems related to software, hardware, and peripheral devices. 
• Utilizes remote connectivity tools such as NinjaOne or Microsoft Teams to assist with support efforts 
• Troubleshoots and maintains Apple devices, including Mac computers, iPads and AppleTVs 
• Manages onsite meeting room technology needs, including AV setup, system updates, and technical support, ensuring that all NISC meeting spaces and event requirements are met 
• Ensures NISC meeting rooms and other meeting technical requirements are up to date for the facilitation of various NISC meetings/events 
• Leverage generative AI tools and technologies to enhance productivity, creativity, and problem-solving within the scope of the role
• Assists project leads on various projects within the Helpdesk team 
• Availability to participate in an On-Call/Afterhours rotation (one week about every two months) 
• Additional tasks or duties as required

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Knowledge, Skills & Abilities Preferred

• Strong verbal and written, interpersonal and communication skills   
• Strong customer service skills 
• Familiarity with the setup and support of Windows and Mac operating systems and software  
• Familiarity with basic support of TCP/IP networks  
• Familiarity with basic Virtual Private Network clients (VPN) and computer connectivity (WiFi/LAN)  
• Familiarity with Telephony  
• Familiarity with Okta (SSO)  
• Familiarity with a ticketing system or working from a queue 
• Strong problem-solving skills and attention to detail  
• Ability to work independently, as well as in a team environment  
• Ability to effectively adapt to change  
• Ability to interact in a positive manner with internal and external contacts  
• Ability to maintain the highest level of professionalism, ethical behavior and confidentiality  
• Commitment to NISC's Statement of Shared Values 

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Education Preferred

• High School Diploma or equivalency required.  
• Bachelor’s Degree in a related field or equivalent experience preferred.