Description:
As an IT Operations Senior Associate on the Technology and Security team, this role will be responsible for supporting end users' hardware and software, troubleshooting problems as they arise, and serve as the primary point of contact for the implementation, configuration, and ongoing administration of enterprise project platforms, including Atlassian Jira and Smartsheet.
Ideal candidates will be able to:
- Advanced experience administering Jira within the Atlassian suite, including project creation and configuration, workflow customization, issue type and screen schemes, custom field management, permission and notification schemes, and automation rule setup.
- Ability to manage basic projects tasks, including planning, scheduling, time management, communication, organization, risk assessment, resource coordination, stakeholder engagement, and reporting.
- Ability to work independently in support of end user requests.
- Ability to clearly communicate questions and solutions verbally, as well as over chat and email.
- Ability to demonstrate a clear understanding of end users' technical needs and act with a sense of urgency, as they pertain to serving and supporting their clients.
- Outstanding analytical and problem-solving skills, capable of diagnosing, researching, and testing new or unusual technical issues.
- Ability to give IT Trainings to all bandmates, including IT team members.
- Ability to serve as an escalation point and explain complex solutions to less tenured or new associates on technology, processes, and best practices.
- Exceptional ability to clearly document new troubleshooting resolutions and update existing documentation in a clear, concise manner.
- Ability to help IT manager organize and manage IT asset inventory including computers, peripheral devices, and software licenses.
- Strong ability to manage competing priorities and workloads including service requests, projects, and any other tasks that may arise.
- Adhere to and promote IT procedures and policies within the team and across the organization.
- Ability to collaborate with Technology and Security team members to address troubleshooting requests, project rollouts, implement security controls, technologies and policy applications to protect against cyber threats.
- Ability to assist with regular vulnerability assessments and penetration testing to identify potential security threats, when needed.
- Ability to understand and maintain TCP/IP Networking, hubs and switches.
- Monitor network traffic and system logs to detect and respond to security incidents.
- Monitor system alerts and logs to detect and respond to security incidents.
- Provide on-call weekend support for critical IT incidents or projects
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or related field
- Minimum 4 years' experience with level 1 and 2 support.
- Minimum 2 years’ experience of basic project management skills
- 2+ years of experience in cybersecurity or related field
- Advanced experience with Atlassian products most specifically Jira Software/Service Management
- Experience supporting both Windows 11 and MacOS operating systems
- Experience in Azure Active Directory administration.
- Experience supporting and administrating Microsoft 365 environment and productivity applications
- Experience with SharePoint and Team administration
- Experience with Intune and Autopilot administration
- Experience with Meraki, PowerShell, Python and HTML is a plus.
- Knowledge of security frameworks such as NIST, ISO, or CIS
- Able to travel occasionally to support other office locations.
- Must have a valid driver's license and either have or obtain a valid passport.