Job description
Program Description:
Adriano Cyber Consulting (A wholly owned subsidiary of IPTA) provides IT helpdesk support and Microsoft 365 / GCC High system administrator functions for multiple customers. We support ongoing cybersecurity Continuous Monitoring activities and perform other system and security maintenance tasks.
Position Description:
Routine and on-request tasks include, but are not limited to:
- Respond to SolarWinds helpdesk tickets and resolve customer issues and requests within contractually defined response times
- Recognize when to escalate requests that have a complexity beyond Level 1 or 2
- Revise helpdesk processes, procedures, forms, etc., as necessary to improve workflow and responsiveness
- Provide inputs to security policies and procedures to ensure they accurately represent current baselines for each customer
- Perform monthly log reviews and report discrepancies when identified
- Provide Month-end ticket summary reports for inclusion in contract deliverables
Qualifications:
Required:
- Experience with user account management and basic configuration settings in Microsoft 365 and/or Active Directory
- Experience with ticketing systems like SolarWinds (Samanage, Jira, etc.)
- Experience with configuring workflows and customer-facing web forms
- Excellent verbal and written communication skills
- Experience working directly with customers in a helpdesk or support ticket-driven environment
- Self-starter requiring limited direction and supervision
Desired:
- Currently hold or actively pursuing an IT or Cybersecurity certification (Security+, CCNA, MCSA, etc.)
- Current Secret or TS security clearance
- Ability to organize and prioritize customer requests and balance available time and resources during support activities
This job posting sets forth the authorities and responsibilities of this position, which may be changed from time to time as shall be determined.
IPTA, LLC is an Equal Opportunity/Affirmative Action employer. We are committed to providing equal employment opportunity to all qualified employees and applicants for employment. The Company does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, sexual orientation, national origin, age, physical disability, mental disability, medical condition, status as a veteran or disabled veteran or any other characteristic protected by law. We base all employment decisions, including recruitment, selection, training, compensation, benefits, discipline, promotions, transfers, lay-offs, returns from lay-off, terminations, and social and recreational programs on the principles of equal employment opportunity.
Our employees have diverse backgrounds, skills, and ideas that collectively contribute to a rich working environment and greater opportunity for innovation.
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