Systems Support Analyst (Durham)

LCCU is hiring!

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The Systems Support Technician provides Tier 2 technical support and troubleshooting for LCCU employees across endpoints, applications, identity, connectivity, and related technology services. The position independently resolves routine and moderately complex issues escalated from Support Services or identified within Systems Support and escalates advanced, recurring, or platform-level issues to the Systems Support Engineer or other technical specialists as appropriate.

The role also supports endpoint administration, user access, technology deployments, documentation, and cross-functional IT initiatives while maintaining a high level of customer service. The Systems Support Technician works as part of a cross-functional technology team and collaborates with Support Services, the Systems Support Engineer, Enterprise Applications Manager, Core Applications, Network Security, Information Security, vendors, and other technology resources.

As a vital member of the LCCU team, your responsibilities include the following:

• Provides Tier 2 technical support to end users through in-person, phone, email, and remote-support channels. Troubleshoots hardware, software, application, identity, connectivity, and peripheral issues and escalates advanced or recurring problems to the Systems Support Engineer, Enterprise Applications Manager, or other appropriate technical resources.
• Receives, triages, prioritizes, documents, and resolves support tickets in accordance with established service levels. Maintains accurate documentation of troubleshooting performed, actions taken, resolution, and required follow-up.
• Partners with Support Services to support effective escalation, timely resolution, complete ticket documentation, and ongoing knowledge transfer between Tier 1 and Systems Support.
• Performs approved user provisioning, de-provisioning, access changes, password and multifactor-authentication support, and other routine identity-management activities using Active Directory, Microsoft Entra ID, Microsoft 365, and other assigned platforms.
• Deploys, configures, maintains, and supports Windows endpoints and related devices using approved endpoint-management technologies, including Microsoft Intune and Windows Autopilot, software deployment, patching, security configuration, and device-compliance processes.
• Supports software and application requests by validating basic technical requirements, installing approved applications, troubleshooting application issues, and coordinating with application owners, Information Security, or other technology teams when additional review is required.
• Participates in technology projects, deployments, upgrades, branch initiatives, testing, and other cross-functional IT activities as assigned by the Enterprise Applications Manager.
• Creates and maintains technical documentation, troubleshooting guides, standard operating procedures, and knowledge-base articles and shares knowledge with Support Services and other technology team members.
• Supports technology asset lifecycle activities, including inventory, assignment, recovery, storage, and secure disposal of equipment in accordance with LCCU data-security and asset-management procedures.
• Diagnoses and resolves routine and moderately complex technical issues involving hardware, software, applications, identity, endpoints, and connectivity and identifies recurring issues for escalation or problem-management review.
• Troubleshoots basic network and connectivity issues involving wired and wireless connectivity, TCP/IP, DNS, DHCP, VPN, and endpoint access and escalates infrastructure issues to the Systems Support Engineer, Network Security Analyst, Enterprise Applications Manager, or vendor as appropriate.
• Shares technical knowledge and best practices with other Systems Support team members and assists less-experienced staff with troubleshooting when appropriate.
• Maintains current knowledge of endpoint, Microsoft 365, support, and workplace technologies and recommends opportunities to improve support effectiveness and the employee technology experience.
• Works as part of a cross-functional technology team, maintaining primary responsibility for end-user and endpoint support while collaborating with the Systems Support Engineer, Enterprise Applications Manager, Core Applications, Network Security, Information Security, Support Services, vendors, and other technology resources.
• Performs other projects and duties as assigned.