IS Support Engineer

About the role

The IS Support Engineer provides frontline technical support to end users, ensuring the timely resolution of hardware, software, and network-related issues. This role is responsible for troubleshooting technical problems, supporting system installations and configurations, managing user accounts, and maintaining accurate documentation within the ticketing system. The position also supports IT asset management, promotes security best practices, and collaborates with internal teams to enhance processes and service delivery.

Responsibilities

• Supports end users with hardware, software, and network-related issues
• Trains and educates users on the use of new systems and applications
• Manages user accounts and maintains accurate documentation within the ticketing system
• Collaborates with internal teams to enhance processes and service delivery
• Supports IT asset management and promotes security best practices

Qualifications

• Bachelor’s degree in computer science or a related field, plus at least 1 year of experience in a technical support or helpdesk role; or an equivalent combination of education and experience
• Experience supporting Windows and macOS environments, Active Directory, Microsoft 365, imaging tools, and basic cloud applications
• Strong troubleshooting and problem-solving skills with the ability to exercise sound judgment
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users
• Able to manage multiple support requests and prioritize effectively in a fast-paced environment
• Strong customer service orientation and interpersonal skills
• Able to document processes, track issues, and maintain accurate records
• Flexibility to work varying schedules and maintain up-to-date knowledge of emerging technologies

About Us

The American Arbitration Association (AAA), recognized among The NonProfit Times' 50 Best Nonprofits to Work For, offers a dynamic, fast-paced environment where excellence meets opportunity. Our organization leads arbitration and mediation across diverse industries, providing professionals with unique exposure to multiple business sectors and conflict resolution practices. We foster growth through collaboration with experienced legal professionals and invest in our team through comprehensive professional development programs. At the AAA, we combine challenging work with meaningful recognition in an environment where merit drives success and learning never stops.