We're an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
Job Title: Mid-Level IT Support Desk Technician (with Cybersecurity Focus)
About The Role
We are seeking a skilled and customer-focused
Mid-Level IT Support Desk Technician with a strong understanding of
cybersecurity best practices. This role involves providing technical support to end-users, troubleshooting hardware and software issues, and ensuring secure IT operations across the organization. You will act as a key point of contact for resolving technical problems, implementing security measures, and escalating complex issues when necessary.
Key Responsibilities
- Provide Level 1 and Level 2 technical support for desktops, laptops, mobile devices, printers, and other peripherals.
- Respond to and resolve IT service requests and incidents via phone, email, and ticketing systems.
- Troubleshoot and resolve issues related to Windows/Mac OS, Microsoft 365, networking, and common business applications.
- Perform user account management (Active Directory, email accounts, permissions). Assist with hardware and software installations, upgrades, and configurations.
- Document all support activities in the IT ticketing system and maintain accurate records.
- Escalate complex issues to senior IT staff or vendors when required. Provide basic network troubleshooting (Wi-Fi, VPN, IP configuration). Implement and monitor cybersecurity best practices, including:
- Enforcing password policies and multi-factor authentication.
- Assisting with endpoint security tools (antivirus, EDR solutions).
- Monitoring and responding to security alerts.
- Educating users on phishing and social engineering risks.
- Ensure compliance with IT security policies and frameworks.
- Participate in IT and cybersecurity projects, including system rollouts and security audits.
Required Skills & Qualifications
- 24 years of experience in IT support or helpdesk environment.
- Strong knowledge of Windows and Mac operating systems.
- Familiarity with Microsoft 365 administration and common business applications.
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
- Knowledge of cybersecurity principles and common threats. Experience with ticketing systems (e.g., ServiceNow, Zendesk, or similar).
- Excellent problem-solving and communication skills. Ability to work independently and as part of a team.
- Relevant certifications are a plus, such as:
- Microsoft Certified
- Sophos Certified Engineer
Preferred Attributes
- Customer-focused with a positive attitude.
- Ability to manage multiple tasks and prioritize effectively.
- Strong attention to detail and documentation skills.
- Interest in cybersecurity career development.
Join the A-Team and experience the A-Life!
