Role OverviewThe Assistant Technical Support role provides IT and technical support to the Department team, ensuring successful execution of Department core responsibilities through troubleshooting of equipment and software. This support extends to groups Department supports including Delegated Issuance Officers (DIO) and Area Access Managers (AAM). The role also includes assisting with internal Department training and responding to higher-level technical requests.Key Responsibilities
- Provide IT and technical support for the Department team including troubleshooting of equipment and software systems
- Ensure successful execution of Department core technical responsibilities including access control hardware and software
- Support Delegated Issuance Officers (DIO) and Area Access Managers (AAM) with technical guidance and troubleshooting
- Assist with Department internal training programs which may require domestic and international travel
- Respond to higher-level and technical requests in person or via the Department email queue as assigned by the Technical Support Manager
- Support biometric enrollment hardware and software systems
- Assist with SmartCard provisioning infrastructure and credential system maintenance
- Troubleshoot and escalate technical issues related to Department-managed systems from basic to complex problem-solving
- Maintain technical documentation and support knowledge base development
- Support system configuration and security validation for Department operational systems
- Assist with hardware inventory management and asset custody controls
- Participate in technical compliance reviews and audit readiness activities
Required Qualifications
- Associate's or bachelor's degree in information technology or related field preferred
- 2–4 years of experience in IT support, help desk, or security technology environment
- Knowledge of physical access control systems, biometric systems, and SmartCard/PKI technology
- Understanding of Windows operating systems, computer hardware, and basic networking concepts
- Familiarity with PowerShell scripting and command-line tools
- Proficiency with Client 365 suite and remote troubleshooting tools
- Strong problem-solving skills and ability to work through complex technical issues
- Excellent communication skills in English, both written and verbal
- Ability to travel as required for training delivery
- Detail-oriented with strong documentation skills
- Customer-focused approach with professional demeanor
Pay: $25.00 - $30.00 per hour
Work Location: In person
