IT Support Technician

IT Operations Technician

Sentinel Blue is looking for an IT Operations Technician to join our Operations team. This role is for an entry-level IT support person or administrator with strong customer service skills. Our ideal person for this role is a natural communicator, empathetic and technically-inclined. You don't need to be a technical wizard, but you do need to be patient and willing to help. This role is primarily responsible for receiving, handling and escalating IT support requests, and contributes to a broad range of systems, projects, and services.

This is a full-time position that is fully remote. Applicants must be located in, or willing to relocate to, a Pacific Time Zone (PT) state, Mountain Time Zone (MT) state or Hawaii to cover the 9AM-5PM PT shift.

This position may require access to technology, technical data, or information that is subject to U.S. export control laws and regulations. Employment in this position is contingent upon either verification of U.S. person status as defined under applicable export control regulations (which includes U.S. citizens, lawful permanent residents, and certain protected individuals such as refugees and asylees) or the ability to obtain any required export authorization. The company reserves the right not to apply for an export license and to decline to proceed with any applicant on that basis. All qualified applicants will receive consideration for employment without regard to citizenship status, national origin, or immigration status.

A day in the IT Operations Technician role:

The IT Operations Technician starts the day with a standup call/check-in with the Operations team. Then they will continue any open support tickets and respond to new tickets, from the onsite customer or others. From there, they will work on project tasks such as automating an application installation, generating endpoint health reports, and writing documentation. The Technician will work closely with the Operations team to address problems and improve infrastructure. The Technician will also have opportunity to work with other Operations team members to learn new technologies and skills, including the Security Operations team and vCISO team. On site visit days, the Technician will arrive at the client location and provide IT support to users in the office as required, assisting with common IT requests.

Responsibilities:

• Receive, triage, and analyze IT service requests, incidents, and other tasks, and work to resolve issues through onsite and remote support.
• Perform systems administration work in Office 365, Active Directory and other line of business applications.
• Communicate with clients through email, chat, and phone to keep them aware of active requests and incidents.
• Assist in the management, implementation, and maintenance of IT infrastructure (internal and client-based).
• Contribute to internal knowledge bases, client education articles, and public release articles and research papers.
• Contribute to reports, briefs, and presentations.

What We Can Offer:

Sentinel Blue is a young company with a focused mission: We're bringing enterprise-class cybersecurity to small and medium sized businesses. Frankly, we're pushing the envelope of how things are done and constantly seeking innovative ways to meet that mission. The pace is fast, and we're always learning new things. This is a great place if you want to expose yourself to new and emerging technologies, want to be challenged, and want to build your skills. Further, success in this role can quickly transition into a team leadership role. The right person will find themselves in a fun, dynamic environment, working on interesting problems and making a real difference.

You will be required to achieve a Security+ certification in the first 12 months of hire; we'll cover your certification costs and provide paid time for you to study!

Requirements:

• General knowledge of IT systems, including virtualization, Windows 10, endpoint management, and desktop support.
• General knowledge of networking and audio-visual support.
• Ability to independently investigate and understand IT support requests, and follow established processes to rapidly respond.
• Strong communication skills.

Desired Qualifications:

• Experience in a multi-client environment - experience in managed services is highly desired.
• Experience with Azure Government and Office 365 GCC High is highly desired.
• Basic understanding of security fundamentals (least privilege, RBAC, audit logging, endpoint security, change management).
• Experience in a professional customer support setting, even if non-IT.
• Knowledge and passion for cloud-first architecture, including experience building and deploying systems in Azure
• Exposure to compliance requirements for the U.S. Defense Industrial Base (i.e., CMMC, DFARS, NIST SP 800-171) or other industry compliance frameworks (ISO 27001, CIS Controls)

Benefits:

• Fully paid individual healthcare, vision and dental insurance for the employee.
• Paid certification and training opportunities.
• Three weeks of paid vacation + 10 paid holidays.
• A supportive environment with a focus on keeping healthy work-life balance.
• Retirement benefit (401k) with company match.