Essential Duties & Responsibilities
Provide Tier 1 and Tier 2 technical support, troubleshooting hardware, software, network, mobile device, and peripheral issues.
Support technology-related onboarding and offboarding activities, including equipment setup, system access, and device coordination.
Troubleshoot, maintain, and coordinate repairs for laptops, desktops, printers, handheld devices, and related equipment.
Administer and support Microsoft 365 and Active Directory environments.
Coordinate with the company’s managed services provider and other IT vendors to resolve issues and support business operations.
Monitor vendor activities, service delivery, project status, roadblocks, and risks, communicating relevant updates to IT leadership.
Obtain and review system audit information to help ensure established technology and security practices are followed.
Identify opportunities to patch, update, and improve software, systems, and technology processes.
Support major IT initiatives, including system updates, upgrades, migrations, infrastructure changes, and outage response.
Escalate unresolved problems, service delays, equipment repair issues, and other technology risks to the appropriate support resource.
Assist with network and core infrastructure conversion projects.
Support data analysis, ad hoc reporting, and other departmental reporting needs.
Partner with the Senior Network Architect on projects that advance departmental and organizational IT initiatives.
Collaborate with the internal IT team to improve systems, processes, and service delivery across all supported brands.
Qualifications & Experience
High school diploma or equivalent required; college degree in information technology, computer science, or a related field preferred.
Hands-on experience troubleshooting laptops, desktops, printers, mobile devices, and other workplace technology.
Working knowledge of Microsoft 365 and Active Directory.
Experience providing Tier 1 or Tier 2 technical support.
Strong troubleshooting, problem-solving, and escalation skills.
Strong verbal and written communication skills, including the ability to explain technical information to audiences at different levels of the organization.
Ability to organize competing priorities and work effectively with internal stakeholders, external vendors, and managed service providers.
3-5 years of technical support or related experience preferred; relevant education may substitute for some professional experience.
Network or core infrastructure conversion experience and data analytics or ad hoc reporting experience are preferred.
Why You’ll Love Working With Us
At Protos Security, we are a community of driven professionals working together to make the world safer through technology and service. Here is what you can expect:
Purpose Driven Work – Every role contributes to building smarter, more secure environments
Growth Opportunities – Mentorship, cross functional projects, and career development
Collaborative Culture – Open communication, respect, and team first thinking
People First Values – Inclusive culture and generous employee support
Benefits Include
Competitive compensation
Health, Vision, Dental, and Life Insurance
Employee Assistance Program
FSA / HSA
401(k) with employer contribution
Excellent Paid Time Off (24 days)
Collaborative work environment (and great coffee!)
Compensation
Employment classification: Exempt
Pay range: $65,000 - $68,000
Travel
Occasional travel to Protos Security and affiliated company locations, including some overnight travel.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, use their hands to handle or operate objects, and communicate effectively (including speaking and hearing).
The employee must occasionally lift and/or move up to 10 pounds.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, or any other protected status under applicable law.
