System Administrator, Level 1

At Independent Software, as a System Administrator Level 1, you will provide technical support to users by troubleshooting hardware, software, account access, and network connectivity issues.

You will respond to support requests through phone, email, chat, and ticketing systems while ensuring issues are accurately documented and resolved or escalated as appropriate.

In this role, you will support day-to-day IT operations, assist users with common technical issues, maintain accurate support records, and contribute to a positive customer experience.

• Respond to user inquiries and technical support requests
• Diagnose and resolve basic hardware, software, network connectivity, and peripheral issues
• Install, configure, and update software on user devices
• Assist with password resets, account lockouts, and access issues
• Log, track, update, and document support requests in ServiceNow
• Escalate complex issues to appropriate technical teams
• Maintain accurate support documentation and contribute to knowledge base articles
• Provide guidance to less-experienced team members when needed
• Communicate technical information clearly and provide professional customer support
• Follow established IT and security policies and report potential security incidents
• Support IT asset inventory and other technical support activities as needed
• This position is mission essential and may require work on holidays when necessary
• Must be able to work Friday–Monday, 6:00 AM–4:00 PM
• Experience providing technical or help desk support
• Experience troubleshooting hardware, software, and basic network connectivity issues
• Experience with ServiceNow or similar ticketing systems
• Strong customer service and communication skills
• Strong troubleshooting and problem-solving skills
• Ability to document technical issues and resolutions accurately