Purpose of Role:
As a Cyber Defense Labs IT Support Specialist, your role is the initial point-of-contact for troubleshooting laptop, desktop PC and server hardware, software, office suite, phones, and printer problems for our internal company. In addition, this role will be responsible for building, deploying and maintaining standard Windows desktop images; supporting connectivity and light networking issues, including moves/add/changes for cabling and computers. This individual also pays attention to detail and is disciplined in documenting process and procedures.
Role Responsibilities:
Respond and diagnose problems through discussion with users and supervisor
Review, test, and coordinate software updates and changes to verify correct operation and instruct users in ways to maximize the benefits of software updates and changes
Build, deploy and maintain standard Windows desktop images and application installation packages to meet specific business goals.
Support user groups in planning for equipment locations and reallocations, which improve system productivity, and recommend reallocations to users when inefficiencies are identified
Support users in setting up new hardware systems including workstations, printers, microcomputers, and other input or output devices
Provide onsite assistance for migration of data and orientation to the operation of Microsoft operating systems and office suites
Maintain and resolve issues on LAN/WAN, including wireless backbone, physical security, AV systems, and VoIP telephony.
Update and maintain the computer inventory and equipment.
Be aware of latest security threats and be able to quickly respond or recommend course of action to IT management as threats arise.
Support after hour calls if required for major issues or Executive assistance.
Follow maintenance plan as directed by CTO department for the prevention of unexpected failures.
Train and guide staff on hardware and software usage.
Other duties and responsibilities as assigned by CTO department.
Role Qualifications:Essential Skills and Experience:
3-5 years of IT support experience.
Strong understanding of Microsoft Windows 10 and O365 suite including setup and management.
Proficient in Microsoft Active Directory (On-Prem and Cloud)
Working knowledge of user account management
Working knowledge of end point security
Working knowledge of OS and vulnerability patching.
Working knowledge of LAN/WAN and cloud architecture
Functional knowledge in network access control, intrusion prevention and detection systems, firewalls, routers, incident response, information security methods, and risk management
Understanding of TCP/IP and other network protocols
General understanding of Incident Management and IT ticket systems
Excellent team-working skills, and a "can do, let's get it done" attitude is crucial.
Excellent organizational and troubleshooting skills
Excellent verbal and written communication skills
Able to handle multiple tasks in a fast-paced environment
A desire to keep learning, extending your skills and pushing the boundaries of your knowledge.
Ability to travel between 3 office locations in Dallas and Richardson if needed.
Ability to support remote workers over the phone and via screen share.
Education and/or Experience:
4-year degree in Computer Science or a Microsoft Certified System Engineer (MCSE) is preferred or equivalent proven work experience.
Certifications like A+, Network+, Security+, MCP and/or MCSE, CCNA