At Armor, we are committed to making a meaningful difference in securing cyberspace. Our vision is to be the trusted protector and de facto standard that cloud-centric customers entrust with their risk. We strive to continuously evolve to be the best partner of choice, breaking norms and tirelessly innovating to stay ahead of evolving cyber threats and reshaping how we deliver customer outcomes. We are passionate about making a positive impact in the world, and we're looking for a highly skilled and experienced IT Support Specialist to join our dynamic team.
Summary
Armor is seeking a highly motivated and technically skilled IT Support Specialist to join our team. The ideal candidate will be responsible for providing first-line support to our employees, resolving technical issues, and ensuring the smooth operation of our IT infrastructure. This role requires a strong understanding of hardware, software, and networking, as well as excellent communication and problem-solving skills.
Essential Duties And Responsibilities
(Additional duties may be assigned as required.)
- Technical Support:Provide first-line support to end-users for hardware, software, and network issues. Troubleshoot and resolve technical problems in a timely manner.
- System Maintenance:Monitor and maintain computer systems and networks, ensuring they are functioning correctly. Perform regular updates and patches as needed.
- User Training:Assist in training new employees on the use of IT systems and provide ongoing support to ensure they are proficient.
- Documentation:Maintain accurate records of all support requests, resolutions, and system configurations. Update documentation as necessary.
- Equipment Management:Manage the inventory of IT equipment, including desktops, laptops, printers, and other peripherals. Coordinate the procurement and deployment of new equipment.
- Vendor Coordination:Liaise with third-party vendors and service providers to resolve complex issues and manage IT-related contracts.
- Security Compliance:Ensure that all IT systems comply with company security policies and industry standards. Assist in the implementation of security measures to protect data and systems. Install new software and hardware drivers and update existing ones as needed.
- Client Collaboration:Work with client managers and other staff to achieve faster and more efficient processes. Collaborate with other staff in the IT department to ensure a productive and collaborative environment. Ensure employees can succeed in their daily work duties without IT issues.
- Respect and Communication:Respect the beliefs, race, religion, gender, and opinions of other staff members. Communicate with employees and managers to understand stakeholders needs and expectations.
- Employee Support:Answer employee questions regarding computer systems. Gather and analyze data to diagnose problems with computer systems.
- Configuration Management:Change configurations, settings, and permissions to fix computer issues.
- Onboarding Support:Generate sign-ins for new hires during the onboarding process.
- Troubleshooting:
- An open attitude or disposition to troubleshooting without the direction of either official or available documentation.
- Familiarity with both Microsoft and Mac OS environments (aka basic CompTIA A+ knowledge).
- Familiarity with troubleshooting app issues (drivers, firmware, versioning, compatibility, use case vs intended use).
REQUIRED SKILLS
- Education:Bachelor's degree in Information Technology, Computer Science, or a related field. Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional) are a plus.
- Experience:Minimum of 1-3 years of experience in IT support or a similar role. Experience in a corporate environment is preferred.
Technical Skills
- Strong knowledge of Windows, macOS, and Linux operating systems.
- Proficiency in troubleshooting hardware and software issues.
- Understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).
- Familiarity with cloud services (e.g., Microsoft 365, Google Workspace).
- Experience with remote desktop tools and remote support solutions.
- Excellent communication and interpersonal skills with emphasis on the English language. Ability to deal with frustrated or upset customers while assuring them the issue will be resolved in some regard.
- Understanding of O365 management to provide configuration for email, user administration, and auditing and compliance tooling.
- Machine Management for vulnerability remediation, compliance, and auditing using JAMF and Microsoft tools.
- Physical Machine Management managing purchasing, secure wiping of data, and onboarding/offboarding activities.
- Strong understanding of Jira Administration for user management, space management, and third-party application integration and configuration. JIRA administrator certification a plus.
Soft Skills
- Excellent communication skills, both written and verbal.
- Strong problem-solving abilities and attention to detail.
- Ability to work independently and as part of a team.
- Customer-focused attitude with a commitment to providing high-quality support.
Working Conditions
- Work Environment:Primarily office-based with occasional on-site visits to other locations.
- Hours:This will be a shift-based position with occasional overtime hours
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually low to moderate. The work environment may be in either an office setting, at the company's data center, at a client location or at an industry trade event.
Equal Opportunity Employer - It is the policy of the company to comply with all employment laws and to afford equal employment opportunity to individuals in all aspects of employment, including in selection for job opportunities, without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran status, or any other consideration protected by federal, state or local laws.