Position Details

Salary $50K – $55K USD / year

Type Full-Time

Experience entry

Exp. Years 3 years

Education Not specified

Category IT Support & Helpdesk

About this role

Provides front-line IT support and LMS/EHR-related administrative tasks within a government/public sector setting. Handles basic hardware/software issues, documents interactions, and escalates complex problems as needed.

Key Responsibilities

Provide front-line support to customers via phone, email, or chat
Troubleshoot and resolve basic hardware and software issues
Assist with system setup, configuration, and software installation
Document all customer interactions and resolutions in ticketing system
Escalate complex issues to higher-level technical teams

Technical Overview

Focus on Windows OS, Microsoft software, LoB applications, and LMS/EHR systems; uses remote troubleshooting tools and ticketing systems; supports staff training and documentation.

Ideal Candidate

The ideal candidate is an entry-level IT support professional with strong communication and a customer-centric approach, capable of handling Tier 1 issues remotely. They should be comfortable working with Windows, Office software, and ticketing tools, and be prepared to support a government public defender office environment.

Must-Have Skills

Strong communication skills (both written and verbal)Basic understanding of Windows operating systemsMicrosoft software applicationsMultiple LoB applicationsFamiliarity with IT hardware (PCslaptopsprintersrouters)Experience with helpdesk software or ticketing systems is a plusAbility to follow troubleshooting proceduresExcellent time management skills and ability to handle multiple tasksWillingness to learnPrior customer service experience is a plus

Nice-to-Have Skills

Technical certifications (CompTIA A+ITIL Foundationetc.)Experience with remote support tools (Team ScreenshareRemote DesktopSCCM)Knowledge of networking basics (IP addressingDNSVPN)

Tools & Platforms

ServiceNowZendeskRemote DesktopTeam ScreenshareSCCMMicrosoft Office

Required Skills

High school diploma or equivalentthree years of experience in office managementMicrosoft/comparable certification or related degree may substitute for one year of required experienceLevel 2 background screeningability to lift up to 50 poundsexcellent interpersonal and customer service skillsexcellent organizational skills and attention to detail

Hard Skills

Windows operating systemsMicrosoft software applicationsLoB applicationsHelpdesk softwareTicketing systemsRemote troubleshootingRemote support toolsTeam ScreenshareRemote DesktopSCCM

Soft Skills

Strong communicationTime managementCustomer service orientationProblem-solvingWillingness to learn

Certifications

Preferred

ITIL FoundationCompTIA A+

Industry & Role

Industry Government/Public Sector

Job Function Be the first point of contact for IT issues and administer LMS/EHR-related tasks in a government public defender setting

Keywords for Your Resume

Automated Systems Assistant ITier 1 Technicianinformation technologiesfront-line supporttroubleshootWindows operating systemsMicrosoft software applicationsLoB applicationshelpdesk softwareZendeskServiceNowRemote DesktopTeam ScreenshareSCCMLearning Management SystemsITIL FoundationCompTIA A+IP addressingDNSVPNRemote troubleshootingLMS administrationTicketing systemsautomated systems assistant itier 1 technicianit supportwindows operating systemsservice nowzendeskremote desktopteam screenshareitil foundationlms

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