Systems Technician

About the role

Integris is a nationally recognized Best Places to Work and a leader in future-ready managed services, empowering clients and employees through secure, strategic, and scalable technology solutions. The Systems Technician provides frontline technical support for end‑user issues, serving as the initial point of contact for client assistance via phone, email, and the client portal.

Responsibilities

• Work assigned tickets in order of SLA.
• Serve as the first point of contact for client support requests received through phone, email, and client portal.
• Answer inbound support calls, create service tickets, and ensure requests are properly documented, categorized, and prioritized.
• Troubleshoot and resolve frontline technical issues efficiently and effectively to minimize disruption to customer operations.
• Escalate advanced or unresolved technical issues to Systems Administrators or Systems Engineers following established escalation procedures.
• Document all technical work comprehensively to facilitate accurate client billing and ongoing support.
• Demonstrate excellent customer service skills with a focus on professionalism, responsiveness, and problem‑solving.
• Communicate clearly with clients regarding ticket status, troubleshooting steps, next steps, and resolution details.
• Collaborate with Systems Administrators, Systems Engineers, and other technical team members to resolve client issues.
• Participate in team meetings, training sessions, documentation efforts, and knowledge‑sharing activities.
• Follow up with clients and internal team members as needed to support timely issue resolution and a positive client experience.
• Provide frontline technical support for end‑user devices, Microsoft 365 applications, and common infrastructure issues, escalating complex issues as appropriate.
• Support the configuration, maintenance, and troubleshooting of workstations, peripheral devices, and basic server, networking, and cloud technologies under established procedures.
• Assist with Microsoft 365 user administration, including account provisioning, password resets, licensing, and basic support for Exchange Online, Teams, and SharePoint.
• Troubleshoot common connectivity issues involving workstations, printers, wireless networks, VPN access, and basic network services, escalating advanced networking issues when necessary.
• Support backup verification, endpoint management, documentation, ticketing, remote management, and monitoring tools as part of daily operational activities.
• Collaborate with Systems Administrators, Systems Engineers, and other team members to resolve client issues while continuing to develop technical knowledge and skills.
• Follow established IT service management processes and Standard Operating Procedures (SOPs) to deliver consistent, high‑quality support.
• Maintain accurate documentation of work performed and contribute to knowledge base articles and SOP updates as appropriate.
• Demonstrate curiosity and commitment to continuous learning across Microsoft technologies, networking fundamentals, service delivery, and client support.
• Participate in training, coaching, and certification pathways that support continued growth into advanced technical responsibilities.
• Leverage approved AI solutions responsibly to accelerate learning, improve troubleshooting efficiency, enhance documentation quality, and support better customer outcomes.
• Develop foundational technical knowledge that prepares the employee for potential progression into Systems Administrator responsibilities.

Qualifications

• Education/Certification Requirements: Associate degree in Computer Science, Information Technology, or related field preferred (or equivalent experience). Valid driver’s license. Entry‑level certifications are preferred (e.g., CompTIA A+, Google IT Support Professional Certificate, Microsoft Fundamentals certifications, CompTIA Network+).
• Experience Requirements: 1‑3 years of experience in technical support, help desk, desktop support, call center technical support, field support, or related IT support roles. Experience supporting Microsoft operating