Systems Security Associate

1. Perform quality work within deadlines with or without direct supervision.
2. Interact professionally with other employees, customers, and clients.
3. Work effectively as a team member.
4. Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.
5. Exhibit exceptional integrity in all matters.
6. Lead by example.

General Statement of Responsibility 

The Systems Security Associate supports secure IT operations while delivering responsive, professional customer support. This role assists staff and clients with technical issues, service requests, onboarding and offboarding needs, account access, equipment support, Microsoft 365 and Entra ID administration, KnowBe4 cybersecurity awareness training, phishing simulation support, and clear documentation.

Major Responsibilities / Activities    

• Help Desk & Client Support: Provide friendly, professional support for staff and clients through timely troubleshooting, service request follow-up, clear communication, and practical technical guidance.
• Account & Access Support: Create, update, disable, and audit user accounts; support Microsoft 365, Entra ID, group membership, provisioning, and application access changes.
• Equipment & Onboarding Support: Prepare and deploy equipment, track assignments, coordinate signatures, support returns, and complete technology setup for onboarding and offboarding.
• Cyber Security Training, Documentation & Process Improvement: Support KnowBe4 cyber security training assignments, phishing campaigns, user reminders, completion tracking, reporting, compliance documentation, SOPs, and improvements that strengthen service quality and reduce risk.
• Customer service mindset: Responds with patience, clarity, follow-through, and professionalism when supporting staff and clients.
• Cybersecurity and accountability: Applies cybersecurity awareness and supports KnowBe4 training activities, including assignments, reminders, phishing simulation follow-up, completion tracking, and user education.
• Operational ownership: Maintains repeatable workflows that improve support reliability, documentation, and service consistency.
• Improved documentation, onboarding consistency, and repeatable IT support processes.
• Support cybersecurity operations through user access reviews, multi-factor authentication administration, security incident escalation, and compliance-related activities.

Essential Functions  

Reasonable accommodations may be made to enable individuals with disabilities to perform these functions. 

• Frequent use of computers, keyboards, and standard office equipment.
• Ability to communicate effectively in person, by phone, and electronically.
• Ability to lift and move technology equipment weighing up to 25 pounds.
• Ability to remain stationary for extended periods while performing computer-based work.
• Occasional walking, bending, stooping, and reaching.
• Use of Fingers
• Feeling
• Speaking
• Hearing
• Repetitive Motions 
• Capable of making sound decisions by use of reasonable and logical judgments. 
• Demonstrated competence in understanding, interpreting, and communicating procedures, policies, information, ideas, and instructions.

Travel

Travel may be required occasionally to subsidiary sites and training opportunities.

Required Education and Experience

• High School Diploma or equivalent 
• 1-2 years of supporting Microsoft Windows environments and Microsoft 365 applications.
• Strong customer service skills with a professional, patient, and personable communication style.
• Ability to troubleshoot common technical issues, follow up on service requests, and explain solutions clearly.
• Working knowledge of Entra ID, user provisioning, access management, KnowBe4 training administration, phishing awareness, and equipment tracking.
• Attention to detail in account changes, onboarding, offboarding, documentation, and compliance-related processes.
• Ability to create clear SOPs, user guides, checklists, and training materials that improve support consistency and reinforce cybersecurity best practices.
• Excellent verbal and written communication abilities

Preferred Education and Experience

• Associate degree in Information Technology, Cybersecurity, Computer Science, or a related field
• 3-5 years experience with Microsoft 365 administration.
• Experience administering security awareness platforms such as KnowBe4