IT Support Specialist

Cyderes (Cyber Defense and Response) is a pure-play, full life-cycle cybersecurity services provider with award-winning managed security services, identity and access management, and professional services designed to manage the cybersecurity risks of enterprise clients.  We specialize in multi-technology, complex environments with the in speed and agility needed to tackle the most advanced cyber threats. We leverage our global scale and decades of experience to accelerate our clients’ cyber outcomes through a full lifecycle of cybersecurity services. We are a global company with operating centers in the United States, Canada, the United Kingdom, and India.

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.

• 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

• 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 supporting both Mac OS and Windows 10/11 in an enterprise environment
• Experience with endpoint management solutions including Kandji and Intune.
• Experience supporting sand troubleshooting SSO solutions such as Okta or Azure(Entra) AD
• Advanced hands-on experience with Azure (Entra) AD, O365, 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 PowerShell
• Experience administering various SaaS applications
• Experience with endpoint management solutions
• Ability to conduct research, use and train others on tools, software, and technical procedures on a wide range of computing issues, as required
• 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

Cyderes is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to race, religion, color, sex, age, disability, sexual orientation, genetic information, national origin, or veteran status.

Note: This job posting is intended for direct applicants only. We request that outside recruiters do not contact us regarding this position.