IT Support Specialist

Menlo Security's mission is enabling the world to connect, communicate and collaborate securely without compromise. COVID-19 has made our mission all the more real. We support customers across various enterprises including Fortune 500 companies, 9/10 of the largest global banks and the Department of Defense.

The world has fundamentally changed. We are growing from 400 employees into the next phase of our journey, and we need passionate talent filled with empathy and agility. The right candidate for the job is ethical, hyper-organized, fanatical about seeing things through to completion, service-oriented, and humble enough to take feedback and coaching yet confident enough to provide feedback and coaching.

Menlo is well-funded for growth and our investors are second to none. They include Vista Equity Partners ("Vista"), General Catalyst, JPMC, American Express, HSBC, and Ericsson Ventures.

IT Support Specialists play a crucial role in ensuring that technology systems run

smoothly within an organization.

Technical Support: Provide technical assistance and support to end-users,

troubleshooting issues related to hardware, software, networking, and other IT-related

problems. This can involve diagnosing problems, providing guidance on solutions, and

resolving issues efficiently.

◆ Respond to and manage IT tickets raised via JIRA

◆ Act as first responders for messages on Slack and address concerns in a timely

manner. #it channel messages should be answered within the hour. Create

tickets as necessary.

◆ Document troubleshooting steps taken with the end-user.

◆ In-person: handle walk-ups.

◆ Provide remote support to end users.

◆ Pro-active support via monitoring and incident prevention / aversion

➔ Help Desk Management: Manage the help desk system, including receiving, prioritizing,

documenting, and resolving end-user requests for technical assistance. This involves

maintaining accurate records of all support activities and ensuring timely responses to

user inquiries.

◆ JIRA: Triage tickets as they come in through the day and work with the team to

ensure users are getting the help they need. Tag the person that's responsible for

the ticket either through Slack or the ticket itself. Follow up to ensure the issue is

being looked at.

● Take comprehensivenotes within the ticket. There should be a good

understanding of what was done. List issue, troubleshooting steps and

what the solution was. Notes should be detailed enough that someone

else can take over the ticket without reaching out to you.

◆ Follow SLAs

➔ Hardware and Software Installation: Install, configure, and maintain hardware and

software systems, including computers, printers, servers, operating systems, and

applications. This may involve setting up new equipment, upgrading existing systems,

and ensuring compatibility and functionality.

◆ Configure hardware and software for all users. This includes new hires, upgrades,

and break fixes.

◆ Participate in quarterly hardware cleanups to ensure records are current.

◆ Maintain function of all conference rooms and all hands areas.

● Zoom Rooms

➔ System Maintenance: Perform routine maintenance tasks to ensure the optimal

performance and security of IT systems. This includes the auditing of systems and

applications.

◆ Okta

◆ Slack

◆ Google Workspace

◆ JAMF

◆ Intune

◆ Setyl ITAM

◆ Others

➔ User Training and Education: Provide training and guidance to end-users on how to use

IT systems and software applications effectively. This may involve creating user

manuals, conducting training sessions, and offering ongoing support to address user

questions and concerns.

◆ Assist in building user's learning sessions (Brown Bags)

◆ Provide exceptional onboarding experiences for new hires

● Collect feedback from the sessions and make adjustments as needed.

➔ Security Management: Implement and enforce security measures to protect IT systems

and data from unauthorized access, viruses, malware, and other security threats.

Maintain compliance with company security policies.

◆ Installing of Crowdstrike

◆ Installing of Code42, confirming backups (is enabled)

➔ Documentation and Reporting: Maintain accurate documentation of IT systems,

configurations, procedures, and troubleshooting processes. This includes documenting

support tickets, resolutions, and user instructions, and generating reports on support

activities, system performance, and security incidents.

◆ Process and Procedures within IT google drive should be updated on a yearly

basis

◆ Looking at documentation versioning for older versions of documentation.

◆ Ticket details should include: Issue, Steps to Reproduce Issue, Action taken and

any Next Steps.

➔ Collaboration and Communication: Collaborate with other IT staff, departments, and

external vendors to resolve complex technical issues and implement IT projects. This

involves effective communication skills to convey technical information to non-technical

users and stakeholders.

◆ Participate in weekly team meetings.

◆ Help provide insight in cross department meetings if applicable.

◆ Collaboration and partnership with the GRC Compliance team

➔ Continuous Learning and Development: Stay updated on emerging technologies,

industry trends, and best practices in IT support. This includes participating in training

programs, obtaining relevant certifications, and seeking opportunities for professional

development to enhance skills and knowledge.

◆ It is encouraged to take training that aids in the development of job related skills

and daily duties.

◆ Participate in tabletop exercises that develop situational awareness.

➔ Customer Service: Provide exceptional customer service and support to end-users,

demonstrating patience, empathy, and professionalism in all interactions. This involves

effectively managing user expectations, following up on issues to ensure resolution, and

maintaining a positive relationship with users.

➔ Overall, IT Support Specialists play a critical role in ensuring the reliability, efficiency, and

security of IT systems within an organization, helping to facilitate smooth business

operations and user productivity.

MSGL-I4

Why Menlo?

Our culture is collaborative, inclusive, and fun We have five core values: Stay Aligned, Get It Done, Customer Empathy, Think Creatively and Help Each Other Out. We believe in open communication, supporting new ideas, and sharing a mutual mindset of what we're aiming to achieve together. There are tremendous opportunities to take initiative, implement new ideas, and have a hand in building a legacy.

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

TO ALL AGENCIES: Please, no phone calls or emails to any employee of Menlo Security outside of the Talent organization. Menlo Security's policy is to only accept resumes from agencies via Ashby (ATS). Agencies must have a valid services agreement executed and must have been assigned by the Talent team to a specific requisition. Any resume submitted outside of this process will be deemed the sole property of Menlo Security. In the event a candidate submitted outside of this policy is hired, no fee or payment will be paid.

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