Work schedule – Monday – Friday 8 AM to 5 PM – in the office. Flex time is allowed. Travel may be necessary when other offices require on-premise technical support.

Work Sponsorship – Plummer will only employ those who are legally authorized to work in the United States.

Job Description

· Provide phone, in-person, and virtual technical assistance to customers to analyze, troubleshoot, diagnose, and resolve a variety of software, hardware, and network problems

· Track open tickets, monitor ticket metrics, and maintain quality documentation of support tickets

· Assist with the creation and updating of user “how to” documentation and training materials

· Configure hardware and software for clients and systems

· Maintain inventory and user assignment of hardware and software

· Complete assigned tickets related to user account creation and termination

· Provide support with setting up, monitoring, and reviewing access reviews

· Assist with the monitoring, resolving, and reporting of technical problems related to malware infections, and security incidents

· Monitor information security dashboards, logs, alerts, and escalate problems per standard practices

· Assist in identifying, submitting, and mitigating technical risks

· Assist in the planning, testing, documenting, and communications as it relates to submitting Change Requests and implementing approved changes

· Assist with the maturing of IT policies, procedures, standards, and documentation related to assigned IT systems

· Participate in IT Quality Assurance programs through the execution/completion of routine checks within IT Operations

· Provide after-hours support when required, including On-Call problem resolution and project-related activities

· Partner with other IT staff members to promote peer-to-peer teaming and knowledge sharing

· Perform other tasks related to technical support, system administration, and security administration as assigned

Required Skills/Abilities

• Demonstrated exposure, knowledge, and skills related to various facets of system administration, networking, security, and IT best practices

• Demonstrated analytical and problem-solving skills

• Accomplished verbal and written communication skills

• Excellent interpersonal skills with a proven ability to collaborate with matrix teams

• Excellent organizational skills and attention to detail

• Demonstrated project/task management and time management skills

• Proficient with Microsoft Office Suite (Excel, Word, PowerPoint, Outlook, SharePoint, Teams)

• Able to quickly learn systems, methods, and software associated with this position

• Demonstrated experience working positively with supervision as well as being disciplined in completing work that is on time, complete, and accurately without close supervision

• Ability to maintain confidentiality, work under pressure and help motivate peers in an encouraging manner

Education and Experience

• A minimum of a High School Diploma (a college degree in a business/technical discipline is preferred)

• Minimum of 3 years working in multiple facets of IT Operations (support, network/system administration, security administration, IT project management, IT compliance)

• Minimum of 1 IT certification from this list – CompTIA (A+, Security+, Network+, Cloud+) CISSP, CISA, CRISC, CGEIT, CISM, CSX-P, CDPSE, CCNP, CCSP, CEH, GIAC, ITIL, MCSA, MTA, VCP, PMP. Additional certifications will be considered in place of educational requirements.

Physical Requirements:

• Must be able to lift 15 pounds at times.