Address
Form of workJob Description
Required Skills/Abilities
Education and Experience
- Provide phone, in-person, and virtual technical assistance to customers to analyze, troubleshoot, diagnose, and resolve a variety of software, hardware, and network problems
- Track open tickets, monitor ticket metrics, and maintain quality documentation of support tickets
- Assist with the creation and updating of user "how to" documentation and training materials
- Configure hardware and software for clients and systems
- Maintain inventory and user assignment of hardware and software
- Complete assigned tickets related to user account creation and termination
- Provide support with setting up, monitoring, and reviewing access reviews
- Assist with the monitoring, resolving, and reporting of technical problems related to malware infections, and security incidents
- Monitor information security dashboards, logs, alerts, and escalate problems per standard practices
- Assist in identifying, submitting, and mitigating technical risks
- Assist in the planning, testing, documenting, and communications as it relates to submitting Change Requests and implementing approved changes
- Assist with the maturing of IT policies, procedures, standards, and documentation related to assigned IT systems
- Participate in IT Quality Assurance programs through the execution/completion of routine checks within IT Operations
- Provide after-hours support when required, including On-Call problem resolution and project-related activities
- Partner with other IT staff members to promote peer-to-peer teaming and knowledge sharing
- Perform other tasks related to technical support, system administration, and security administration as assigned
Required Skills/Abilities
- Demonstrated exposure, knowledge, and skills related to various facets of system administration, networking, security, and IT best practices
- Demonstrated analytical and problem-solving skills
- Accomplished verbal and written communication skills
- Excellent interpersonal skills with a proven ability to collaborate with matrix teams
- Excellent organizational skills and attention to detail
- Demonstrated project/task management and time management skills
- Proficient with Microsoft Office Suite (Excel, Word, PowerPoint, Outlook, SharePoint, Teams)
- Able to quickly learn systems, methods, and software associated with this position
- Demonstrated experience working positively with supervision as well as being disciplined in completing work that is on time, complete, and accurately without close supervision
- Ability to maintain confidentiality, work under pressure and help motivate peers in an encouraging manner
Education and Experience
- A minimum of a High School Diploma (a college degree in a business/technical discipline is preferred)
- Minimum of 3 years working in multiple facets of IT Operations (support, network/system administration, security administration, IT project management, IT compliance)
- Minimum of 1 IT certification from this list - CompTIA (A+, Security+, Network+, Cloud+) CISSP, CISA, CRISC, CGEIT, CISM, CSX-P, CDPSE, CCNP, CCSP, CEH, GIAC, ITIL, MCSA, MTA, VCP, PMP. Additional certifications will be considered in place of educational requirements.
