Technical Support

This Classification must have a minimum of five (5) years of experience aligning IT systems with organizational business processes. At least three (3) years of that experience must have been in a lead capacity. And Education - This classification requires the possession of a bachelor's degree in an IT-related or Engineering field. Additional qualifying experience may be substituted for the required education on a year-for-year basis.

A minimum of three (3) years of Full-Time Equivalent (FTE) experience administering and supporting Apple Business Manager, enterprise Microsoft 365 technologies and services, including Microsoft Teams, Intune, Exchange Online, SharePoint Online, OneDrive for Business, Microsoft Bookings, and Microsoft Defender for Endpoint and Applications. Experience must include enterprise administration, configuration management, endpoint management, user licensing, security and compliance support, troubleshooting complex technical issues, and operational support for cloud-based collaboration and productivity services.

A minimum of three (3) years of FTE experience utilizing NinjaOne for enterprise endpoint management, remote monitoring and management (RMM), patch management, automation support, system performance monitoring, endpoint troubleshooting, and operational maintenance activities within enterprise IT environments.

A minimum of three (3) years of FTE experience supporting enterprise service management (ITSM) and ticketing platforms, preferably Jira. Experience must include incident management, escalation management, workflow coordination, ticket prioritization, operational reporting, service delivery support, and monitoring compliance with established service level objectives and operational support processes.

A minimum of seven (7) years of FTE experience supporting enterprise service management (ITSM) and ticketing platforms, preferably Jira. Experience must include incident management, escalation management, workflow coordination, ticket prioritization, operational reporting, service management processes, and enterprise operational support activities.

A minimum of seven (7) years of FTE experience supporting enterprise patch management activities, including patch assessment, scheduling, testing coordination, deployment, validation, automation, operational monitoring, troubleshooting, and vulnerability remediation across enterprise systems, endpoint devices, cloud environments, and infrastructure platforms.

A minimum of seven (7) years of FTE experience supporting enterprise cloud security, secure remote access technologies, and cybersecurity operations within enterprise IT environments. Experience must include cloud security principles, identity and access management (IAM), secure configuration practices, data protection, threat detection, incident response, and operational support for enterprise security platforms.

A minimum of seven (7) years of FTE experience supporting Palo Alto Prisma technologies, including Prisma Access, Prisma Cloud, secure access service edge (SASE) solutions, cloud security posture management, secure remote access services, operational troubleshooting, and enterprise security support activities.

A minimum of seven (7) years of FTE experience supporting enterprise networking and infrastructure technologies, including TCP/IP, VPNs, firewalls, network architecture, network security, switching technologies, connectivity troubleshooting, and enterprise infrastructure operations.

A minimum of five (5) years of experience utilizing scripting languages or automation tools, including Python, Bash, PowerShell, or equivalent technologies, to support automation, operational efficiency, system integration, reporting, and enterprise operational support activities.