[Hiring] Information Systems Support @Decentralized Masters

Role Description

Information Systems Support assists the Security & Infrastructure Lead with the managed-device program, access controls, and support tickets for the Catalyst Capital group. The seat is the first response when a staff member needs a device fixed, an access credential handled, or a ticket worked before it becomes a larger incident.

This is a hands-on support role. It does not run the security and infrastructure function, and it does not manage other people. The seat serves the whole group, above any single brand.

Reporting

• Reports to the Security & Infrastructure Lead.
• No direct reports.
• Keeps the Security & Infrastructure Lead informed when a ticket, a device, or an access change needs their decision.
• Routes tier 3 tickets to the teammate who should own them. Does not keep those tickets in order to finish them alone.

Authority

• Decide alone:
  • How to work a tier 1 or tier 2 ticket through to a fix or a clear next step, inside the standard the Security & Infrastructure Lead has already set.
  • The notes that record what changed, so the next person can see it.
  • Everyday device questions and setup steps that the managed-device program already covers.
• Do not decide:
  • Access policy. Grant, change, or remove access only the way the Security & Infrastructure Lead has defined. Do not invent a new standard for a request.
  • Whether this function's program or priorities change. That sits with the Security & Infrastructure Lead.
• Route or escalate:
  • Tier 3 tickets go to the right teammate, with enough context that they do not have to start over.
  • Any ticket, device issue, or access change that needs the Security & Infrastructure Lead's decision goes to that lead before the change is made.

What you will be doing

• Managed devices:
  • Assist with the managed-device program: setup, changes, and the everyday questions that come with company devices.
• Access controls:
  • Assist with requests to grant, change, or remove access.
  • Confirm who is asking and what they should receive before changing anything.
  • Follow the Security & Infrastructure Lead's standard. Do not write a new one per request.
• Tickets:
  • Work tier 1 and tier 2 support tickets through to a fix or a clear next step.
  • Route tier 3 tickets to the right teammate, with the context they need.
  • Write notes on what changed.
  • Serve staff across the Catalyst Capital group.

Requirements

• Experience on a support desk that distinguishes tier 1, tier 2, and tier 3, including when to stop and hand a ticket on.
• Practical work with managed devices and with access controls.
• Calm, plain communication with people who are blocked and need a device or an account fixed.
• Care with access: confirm the requester and the access they should receive before making a change.
• This seat has no direct reports. People-management experience is not required.

Benefits

• Full-time, EST
• Fully remote.
• Team Offsites (Dubai, Costa Rica, etc.)
• The seat covers staff across the Catalyst Capital group.
• Salary: $1,500–$1,800 per month