At Fidelis Security, our mission is to protect the world’s most sensitive data by providing organizations with a robust, comprehensive portfolio of products, services, and expertise to combat today’s sophisticated and advanced security threats while preventing data breaches. Both our commercial enterprise and government customers around the globe can face advanced threats with confidence with our Network Defense and Forensics Services, delivered by an elite team of security professionals and our award-winning Fidelis XPS™ Advanced Threat Defense Products, which provide visibility and control over the entire threat life cycle.
The Opportunity:
We are looking for an IT Support Engineer who will be responsible for the operation, maintenance, and support of Fidelis Corporate IT systems and assist with the IT support of the Fidelis user base.
Responsibilities:
- Work with EIS team and Fidelis users as needed both remotely and onsite in Bethesda, MD main office as needed
- Troubleshooting an array of IT issues daily
- Manage laptop inventory from returned and newly issued systems for Fidelis users
- Work with team members to ensure laptops are provisioned with proper software and management tools
- Respond to IT trouble tickets to resolve Fidelis user issues
- Repair and upgrade Fidelis laptops and systems as needed (e.g. RAM updates, battery replacements, etc.)
- Perform software builds/re-builds on PCs and laptops as required.
- Providing support on Microsoft based software packages and other operating systems to Fidelis users
- Taking ownership of user problems and being proactive when dealing with issues
- Support the EIS onboarding and offboarding processes for new hires and separated users
- Managing tickets, completing service requests such as password resets, VPN token assignments, ticket related submissions
- Technical training/support as needed, support in training new staff members
- Work with other internal teams to accomplish service delivery as needed, both EIS team and other departments
- Onsite support of Fidelis assets located at Rockville co location facility to support refreshes and maintenance as needed
Basic Qualifications:
- Proficiency with Microsoft Windows OS varieties
- Working understanding of Apple MacOS, Linux
- Ability to do basic IT repair services
- Excellent communication and teamwork skills
- Problem solving and ability to work independently
- Basic IT security processes such as patching procedures and vulnerability management
Desired Skill:
- Proficiency with Microsoft Operating systems and major software applications
- Knowledge of computer hardware, peripherals, and minor break / fix tasks
- Ability to work independently, manage user level expectations on their IT related problems
- Understanding of IT support triage, assisting of users and working with help desk systems
- High School Diploma or equivalent
- IT Security experience helpful
- Certifications in Systems Administration, i.e. A+. Security+, related certifications in Information Technology, CCNA, VMware, etc. preferred but not required Bachelor (4-year) degree, with a technical major, such as engineering or computer science preferred but not required
3 to 5-year system or network administration experience preferred but not required