Progressive Machine & Design is hiring: IT Support Agent IV in Victor

The IT Support Agent IV Performs technical support, detailed information collection, maintenance, and training with minimal supervision. Leads an IT Support team to ensure our users are receiving courteous, timely, and effective resolutions to technical support and service issues. Provides solutions for technical problems that cannot be resolved by the Support Agents. The Support Agent IV is also responsible for monitoring and responding to security incidents within the organization.

Essential Duties & Responsibilities include, but are not limited to:

• Accurately record, update, and document support requests using the company ticketing application.
• Monitor ticketing queue and work on assigned tickets. Resolve all issues based on priority.
• Communicate effectively with users and update tickets with all relevant information.
• Follow tickets through to resolution. Include all pertinent details in tickets description and resolution.
• Resolve escalated tickets from Support Agents.
• Escalate complex issues to Systems Administrator, Software Engineering, or outside vendors as appropriate. Develop and maintain work instructions, documentation, and training materials.
• Train Support Agents in IT systems (desktops, internal applications, common software tools).
• Perform routine Systems Administrative activities to internal application.
• Provide training on critical platforms/software (Encompix, PMDb, SolidWorks, etc.)
• Resolve escalated support tickets to end users satisfaction.
• Assist Support Agents with new desktop system setup and deployment.
• Assist System Administrator with routine account management/administration activities.
• Assist Development Team with development releases and production fixes.
• Document support ticket fixes for use by the Support Agents.
• Maintain up-to-date documentation of PMD systems.
• Recognize recurring technical issues and propose appropriate solutions to the team.
• Creates and maintains documents regarding manuals, instructions related to PMD systems.
• Ability to interpret the information collected by security tools. Alert triage.
• Knowledge of attack vectors, threat tactics, and attacker techniques.
• Monitor Cyber security anomalies, investigate, resolve and escalate Cyber Security events, incidents and problems.
• Observe safety procedures.
• Any other task assigned by management within scope of position, federal and state regulations.

Authorities and Responsibilities:

Authorities

• Provide input on departmental strategy regarding user support.
• Provide input to Department Manager on reviews and corrective actions of Support Agents.
• Participate in interviews, providing hiring recommendations.

Responsibilities

• Accurate and timely completion of assigned tasks; communicating any delays or concerns to IT Department Manager for assistance, guidance and/or resolution.

• Bachelor's degree in the field of information technology, computer science or related fields or 5+ years’ relevant work experience. Professional security - related certifications (e.g. Security+, Certified Ethical Hacker (CEH), Certified Information Systems Security Professional (CISSP), etc.). Combination of education and experience will be considered.
• Experience providing technical support to non-technical users.
• Excellent technical knowledge of current protocols, operating systems, and standards associated with enterprise level hardware and software, including MS Windows, MS Office and database management software.
• Excellent technical knowledge of PC and desktop hardware.
• Experience supporting risk managed and secured networks. Knowledge of and/or familiarity with the Risk Management Framework (RMF), a plus but not required.
• Experience with SIEM, EDR, CASB, IDS/IPS, AV, DLP UEBA, FW, etc. technologies.
• Experience performing vulnerability management assessments.
• Ability to operate tools, components, and peripheral accessories.
• Ability to read and understand technical manuals, procedural documentation, and OEM guides.
• Ability to read and understand business process documentation and requirements, and translate into technical requirements.
• Management or supervisory skills or career-tracked to move to that assignment a plus.