About the Job

Cyderes is seeking an IT Support Specialist who is self-motivated, directed, and solution-oriented. You will be responsible for supporting our Cyderes workforce by providing first-level end-user technical support and administering various IT services including end-user identity management, systems access, equipment and software provisioning, and replacing or upgrading end-user IT equipment.

As an IT Support Specialist, you’ll address technical Apple/macOS and Windows end-user questions and issues. You will also mentor and coach end-users to help them best utilize approved internal applications and hardware.

Responsibilities:

• Perform help desk functions including identification of issues, first-level problem resolution, and timely escalation of higher-level engineering challenges
• Professional, courteous, and timely response to end-users via chat, email, and phone
• Respond to help desk tickets via the ticketing solution including documentation of the issue and resolution
• Troubleshooting and resolving basic internal network, server, MFA, operating system, O365, and other SaaS application access issues for Cyderes end-users
• Taking ownership of end-user issues reported and seeing issues through to timely resolution
• Documenting common issues and resolution to provide knowledge management content to assist other IT Support Specialists and end-users
• Installing, configuring, updating, and maintaining operating hardware and software
• Full ownership of calls including issue resolution and escalation, when required, for after-hours support hotline shifts and responsibilities
• Working flexible hours when required to meet on-call needs or the requirements of the position
• Support other help desk activities as directed by management
• Participating in the administration of servers, routers, switches, firewalls, VOIP, mobile devices, software deployment, security updates, and patches as required
• Setting up and maintaining monitoring systems and alerting systems for production environments to achieve optimum performance
• Working directly with the Security Team on security-related projects, initiatives, maintenance, and monitoring
• Providing recommendations for new or updates to policies and procedures related to technology and services
• Leading, mentoring, and coaching other technology team members
• Maintaining currency of knowledge with respect to state-of-the-art technology, equipment, and/or systems
• Communicating ideas for improving company processes with a positive and constructive attitude
• Perform all other duties as assigned

Qualifications:

• Ability to work in a fast-paced team environment
• Attention to detail with emphasis on accuracy, timeliness, and quality
• Ability to prioritize work to balance multiple issues, projects, and/or deadlines
• Exceptional customer service skills
• Experience with design, implementation, and management of multiple environments with components across all 7 OSI layers
• Advanced hands-on experience with Windows 2012/2016 domain administration: JIRA, OKTA, Active Directory Services (ADS), Group Policy, DHCP, DNS, Printer Management, etc.
• Hands-on experience with IDP administration
• Advanced knowledge of TCP/IP, routing, LAN/WAN, switching, firewall rules and configuration, VPN, and other networking technologies
• Entry-level scripting experience in JavaScript, Python, or advanced knowledge of email security appliances, O365 administration, and managing cloud infrastructure (Azure, AWS, GCP)
• Experience utilizing, troubleshooting, and managing a critical virtual server environment
• Experience administering various SaaS applications
• Technical experience with industry hardware platforms, operating systems, and applications for wireless connections
• Ability to conduct research, use and train others on tools, software, and technical procedures on a wide range of computing issues, as required
• Knowledge and experience in operational monitoring systems and operational security alerting systems
• Ability to prioritize workflow and organize diverse/complex material as well as handle multiple, competing, and changing priorities while performing in a timely manner and effectively without direct supervision
• Excellent written and verbal communication skills with a focus on providing clear, concise, and professional documentation for areas of assigned responsibility required
• Willingness to strive to consistently improve, both personally, and as a team, to achieve extraordinary results in customer service and technical skills