IT Support Agent III Job at Progressive Machine & Design in Victor

The IT Support Agent III Provides a single point of contact for internal employees to receive support, maintenance, and training, to be provided by a team. The level III support agent position is also responsible for monitoring and responding to security incidents within the organization.

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

• Provide advanced technical support to internal employees by responding to user issues via email, phone, or in person, escalating as needed (or per instruction) in a timely fashion.
• Accurately record, update, and document support requests using the company ticketing application.
• Monitor ticketing queue and work on assigned tickets. Resolve or escalate all issues based on priority with an emphasis on resolution. Communicate effectively with users and update tickets with all relevant information. Include all pertinent details in tickets description and resolution.
• Assist System Administrator with routine account management/administration IT Maintenance and monitoring activities.
• Maintain up-to-date documentation of PMD systems. Creates and maintains documents regarding manuals, instructions related to PMD systems.
• Assist with scripting and maintaining software deployment environment.
• Configure and deploy software to automate monitoring, auditing, maintenance, and administration tasks.
• Perform desktop system deployment and maintain an accurate inventory.
• Familiarity with Active Directory and basic network protocols.
• Provide end user training per work instructions.
• Make suggestions to support lead to help improve processes, procedures, and documentation.
• 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.
• Preferred ability for effective communication and interpersonal skills, work well with others in an integrated team environment, and must be self-motivated.
• Take assignments/direction from IT Department Manager
• Periodically Assist with Projects Outside of Normal Business Hours
• Observe safety procedures.
• Any other task assigned by management within scope of position, federal and state regulations.

Education And/Or Experience:

• Bachelor's degree in the field of information technology, computer science or related fields or 3 to 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.
• Technical knowledge of current protocols, operating systems, and standards associated with enterprise level hardware and software, including MS Windows, MS Office, Active Directory, and MS Entra.
• Technical knowledge of 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.
• Familiarity with SIEM, EDR, CASB, IDS/IPS, AV, DLP UEBA, FW, etc. technologies.
• Familiarity 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.