Level 2 Helpdesk Technical Support

COMPANY OVERVIEW

ThreatLocker® is a leader in endpoint protection technologies, providing enterprise-level cybersecurity tools to improve the security of servers and endpoints. The ThreatLocker® platform with Application Allowlisting, Ringfencing™, Storage Control, Elevation Control, Endpoint Network Control, Configuration Management, and Operational Alert solutions are leading the cybersecurity market toward a more secure approach of blocking the exploits of application vulnerabilities.

POSITION OVERVIEW

The Level 2 Technical Support role at ThreatLocker involves troubleshooting issues, finding fixes, and providing exemplary customer service. The ideal candidate is technically capable, proactive, and possesses strong organizational and customer service skills. This position does require working weekends, after hours, and overtime when necessary. 

Qualifications: 

• Customer Service Mentality
• Organizational and Time Management Skills
• Verbal and Written Communication Skills
• Interpersonal Skills
• Reliability
• Technical Proficiency
• Attention to Detail
• Previous Ticketing System Experience
• Adaptability to High-Pressure Environment
• Collaborative Team Player
• Quick Learner
• Physical Capability (Able to lift 50 lbs)
• CompTIA Net+/Sec+ Certifications or equivalent experience 

Responsibilities: 

• Hardware and Software Installation
• Ticket Management
• Timely Response to Requests and Issues
• Remote Support via Zoom
• Assist with New Hire Training
• Work with Windows and Mac OS Devices
• Active Directory Tasks
• Evaluate and Test New Technology
• Create Documentation for Staff
• Collaborate in Resolving Tier 1 Support Tickets 

WORKING CONDITIONS

The duties described below are representative of those encountered while performing the essential functions of this position. If necessary, reasonable accommodation may be requested and will be evaluated for its relationship to the essential functions that must be performed.

• Job will generally be performed in an office environment but may require travel to visit company offices and/or property locations.
• While performing duties of this job, would occasionally require to stand, walk, sit, reach with hands and arms, climb or balance, stoop or kneel, talk and hear, and use fingers and hands to feel objects and tools.
• Must occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required include close vision, distance vision, depth perceptions, and the ability to adjust focus.

A background check and drug/substance screening are required after a conditional offer. Employment will proceed only upon receiving clear results from both.

ThreatLocker also conducts randomized drug and substance testing approximately every 60 days, in line with the same screening standards.