Apply on Employer Site

Poarch Creek Indians · 1 day ago

IT Support Services Technician

Atmore, AL

Full-time

Onsite

Entry Level

1+ years exp

Poarch Creek Indians is Alabama's only Federally Recognized Native American Tribe, committed to uplifting the lives of their Tribal Members. The IT Support Services Technician plays a key role in delivering front-line technical support, troubleshooting IT-related incidents, and ensuring the effective operation of the organization's technology infrastructure.

Government

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

Qualification

Technical supportTroubleshootingActive DirectoryITIL familiarityMicrosoft OfficeCustomer serviceDocumentationTeam collaborationProblem-solving

Required

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

Ability to work odd and irregular hours, as needed

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

Preferred

Certifications appropriate for the position preferred

Familiarity with ITIL processes and incident management preferred

Benefits

Medical

Dental

Vision

Life insurance

Other volunteer insurance options

Employee Assistant Program (EAP)

Paid time off

Paid holidays

401K with matching

Bonuses

COLA increase

Company

Poarch Creek Indians

The Poarch Creek Indians is the only federally recognized Indian Tribe in the state of Alabama, operating as a sovereign nation with its own system of government and bylaws.

Founded in 1985

Atmore, Alabama, USA

501-1000 employees