Technical Support Specialist

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 Technical Support Specialist provides advanced troubleshooting, technical support, and excellent customer service to end users. This role involves managing support tickets, maintaining IT assets, assisting with user account management, and supporting new hire onboarding. Weekend, after-hours, and overtime work may be required.

Job Scope

The Technical Support Specialist will be responsible for, but not limited to:

• Manage and respond to support tickets via phone, email, chat, or in person.
• Troubleshoot and resolve hardware, software, and network issues.
• Perform routine maintenance, security patching, and software updates on client devices.
• Inventory and manage IT assets, including tracking and reporting.
• Support user account management and escalate unresolved issues appropriately.
• Assist with new hire training and documentation updates.
• Communicate effectively with management regarding IT needs and compliance.

Required Qualifications

• Strong customer service and communication skills.
• Technical proficiency with Windows and Mac OS environments.
• Experience with ticketing systems and IT asset management.
• Certifications such as CompTIA Net+/Sec+, ITIL Foundation, or equivalent preferred.
• Ability to work under pressure and adapt to changing priorities.
• Physical ability to lift up to 25 lbs.

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.