Kelmar seeks a System Support Associate to join our Information Technology & Technical Support team. In this role, you'll provide frontline technical support for internal users and systems that power our unclaimed property solutions for state government clients. Responsibilities include troubleshooting hardware, software, and network issues, managing tickets, documenting resolutions, and assisting with application and data access support. You'll collaborate with IT, developers, and business teams, contributing to a mission-driven environment that values integrity, analytical rigor, and continuous learning while supporting impactful public-sector work.
Responsibilities
- Provide Tier 1-2 technical support for internal users via ticketing system, phone, and email
- Troubleshoot and resolve hardware, software, and basic network connectivity issues
- Support Kelmar applications, user access, and basic configuration tasks
- Document incidents, resolutions, and workarounds in knowledge base and ticketing tools
- Escalate complex issues to senior IT, systems, or development teams as appropriate
- Assist with account provisioning, permissions, and security best practices
- Perform routine system checks, updates, and equipment setup for new hires
- Collaborate with IT and technical teams to improve support processes and tools
- Support testing and rollouts of new or updated applications and system changes
- Contribute to a customer-focused, collaborative, and compliant IT environment
Required Skills
- Technical support/troubleshooting
- Windows OS and workstation administration
- Basic networking (TCP/IP, DNS, VPN)
- Ticketing systems (e.g., Jira, Service
- Now)
- Business application support
- Active Directory/user account management
- Microsoft 365 administration and support
- Remote support tools
- Technical documentation
- Basic SQL or database query skills