Senior Service Desk Associate

What You Will Do

We are looking for a Senior Service Desk Associate to join our growing Technology and Security team. You will be responsible for supporting end users' hardware and software, troubleshooting problems as they arise, and will be responsible for monitoring and responding to security incidents in real-time.

Ideal candidates will be able to:

• Outstanding analytical and problem-solving skills, capable of diagnosing, researching, and testing new or unusual technical issues.
• Exceptional ability to clearly document new troubleshooting resolutions and update existing documentation in a clear, concise manner.
• Ability to serve as an escalation point and explain complex solutions to less tenured or new associates on technology, processes, and best practices.
• Ability to help IT manager organize and manage IT asset inventory including computers, peripheral devices, and software licenses.
• Strong ability to manage competing priorities and workloads including service requests, projects, and any other tasks that may arise.
• Adhere to and promote IT procedures and policies within team and across the organization.
• Collaborate with IT team to implement security controls and technologies to protect against cyber threats.
• Ability to work independently in support of end user requests.
• Ability to clearly communicate questions and solutions verbally, as well as over chat and email.
• Ability to collaborate with Technology and Security team members to address troubleshooting requests, project rollouts, and policy applications.
• Ability to demonstrate clear understanding of end users' technical needs and act with a sense of urgency, as they pertain to serving and supporting their clients.
• Ability to give IT Trainings to all bandmates, including IT team members.
• Conduct regular vulnerability assessments and penetration testing to identify potential security threats.
• Monitor network traffic and system logs to detect and respond to security incidents.
• Monitor system alerts and logs to detect and respond to security incidents.
• Ability to understand and maintain TCP/IP Networking, hubs and switches.
• Provide on-call weekend support for critical IT incidents or projects

 Qualifications:

• Bachelor’s degree in Cmputer Science, Information Technology, or related field
• 2+ years of experience in cybersecurity or related field
• Minimum 4 years' experience with level 1 and 2 support.
• Knowledge of security frameworks such as NIST, ISO, or CIS
• Strong analytical and problem-solving skills.
• Experience supporting both Windows 11 and MacOS operating systems
• Experience in Azure Active Directory administration.
• Experience supporting and administrating Microsoft 365 environment and productivity applications
• Experience with SharePoint and Team administration
• Experience with Intune and Autopilot administration
• Experience with Jira Software/Service Management, Meraki, PowerShell, Python and HTML is a plus.
• Able to travel occasionally to support other office locations.
• Must have a valid driver's license and either have or obtain a valid passport.