Information Technology Support Technician

Help Desk & End User Support

• Provide Tier 1–3 technical support for internal users across hardware, software, and access issues, supplemented by an external MSP.
• Manage, prioritize, and resolve support tickets through the project management system.
• Create and maintain documentation, knowledge bases, and troubleshooting guides.
• Provision/deprovision users, ensuring adherence to access control policies.
• Provide limited after-hours support for urgent technical incidents.

Systems Administration

• Maintain and support core infrastructure including Office 365, Active Directory, SQL Server, File/Print Servers, Microsoft Teams, and shared drives.
• Administer SonicWall SFTP/VPN, Azure, and Snowflake environments.
• Monitor and manage backups between NAS and cloud solutions; ensure redundancy and recoverability.
• Track and manage hardware, software, and license inventory.
• Oversee DNS, domain renewals, SSL certificates, and web application firewalls.
• Evaluate, test, and implement system improvements, automation scripts, and performance optimizations.

Cybersecurity Monitoring & Remediation

• Monitor security alerts from SIEM and endpoint protection tools, investigating and remediating incidents promptly.
• Perform and review vulnerability scans; assist with internal penetration testing and remediation documentation.
• Collaborate with leadership to enforce cybersecurity policies, update access controls, and maintain compliance with frameworks such as NIST, ISO 27001, CIS Controls.
• Lead annual security awareness training for employees (live or recorded).
• Support compliance efforts under GDPR, HIPAA, and related regulations.

DevOps & Platform Support

• Collaborate with developers to streamline CI/CD pipelines using tools such as GitHub Actions, Azure DevOps, or Jenkins.
• Support infrastructure as code (IaC) initiatives — e.g., deploying and maintaining automated provisioning scripts using Terraform, PowerShell, or Python.
• Implement and maintain monitoring and alerting systems for critical applications and services.
• Assist with containerization (Docker, Kubernetes), testing automation, and environment management across staging and production.
• Troubleshoot deployment issues, assist with build automation, and maintain continuous integration pipelines.
• Participate in post-mortems and root cause analysis to prevent recurrence of issues.

Other Duties

• Maintain IT documentation, policies, and SOPs, updating annually or as systems evolve.
• Manage and support third-party tools (media buying, CRM, project management, VoIP, and printers).
• Coordinate with leadership to track and optimize technology costs and vendor performance.
• Provide web or platform support for small-scale HTML/CSS updates or integrations.

Qualifications:

• 3–5 years of experience in IT support, systems administration, and/or cybersecurity.
• Hands-on experience with DevOps practices, CI/CD tools, and infrastructure automation.
• Strong familiarity with Microsoft 365, Active Directory, Azure, and Windows/MacOS environments.
• Exposure to cloud infrastructure, virtualization, and scripting languages (PowerShell, Bash, or Python).
• Understanding of security operations, incident response, and compliance frameworks.
• Excellent troubleshooting, problem-solving, and communication skills.
• HTML or basic web development experience is a plus.