Senior IT Support Specialist

Req Number
INF-25-00002

Requisition Category
Active

Full-Time/Part-Time
Full-Time

Location
Remote, NH

DescriptionPay Rate:
The annualbase salary range for this position $75,000 to $95,000. Please note that the salary information is a general guideline only. At Sawdey Solution Services, we recognize that attracting the best talent is key to our strategy and success as a company. We will consider several factors when extending an offer to an applicant. These factors include (but are not limited to) the position, associated responsibilities, work experience, education, related training, and related skills.

Position Location: Remote, NH

Position Location Specifics:
Must reside in a commutable distance from the Southern New Hampshire (Keene/Nashua/Portsmouth) area.
Please note: periodic travel to local client sites will be required.

Work Environment:
Remote/Telework/Work From Home
Please note: The storage and shipping of certain equipment, including broken devices or those designated for imaging, may be necessary.

Who You'll Report To: This position will report directly to the IT Service Manager.

About the Role:
This position falls under the umbrella of Sawdey's Managed Services Division (MSD). Sawdey MSD is a full-service Managed Service Provider (MSP)/Managed Security Service Provider (MSSP) providing IT and/or cybersecurity services to a variety of different clients (defense/government contractors, municipalities, non-profits, commercial organizations, etc. ).

The Senior IT Support Specialist is responsible for assisting with the planning, designing, implementing, and maintaining of external IT solutions for MSD clients. This position requires someone with Tier 2 or higher knowledge and capabilities. This position works with minimal supervision, particularly in areas that demand advanced technical skills. This role involves mentoring and sharing expertise with team members to enhance their knowledge, skills, processes, and overall performance. Additionally, this position acts as a key resource for managing and resolving issues. It is essential for this team member to deliver outstanding customer service, resolve problems promptly, ensure systems are highly available and reliable, communicate effectively, and contribute positively to the team.

Additional Responsibilities Include, but are not Limited To:

• Assist end-users with questions and problems by working tickets submitted to the service desk via the ticketing system.
• Handle service request escalations from Tier 0 and Tier 1 team members.
• Perform remote troubleshooting using diagnostic techniques and tools and asking pertinent questions.
• Troubleshoot complex LAN/WAN, firewall, and wireless network issues.
• Troubleshoot advanced issues, which may include Cybersecurity Maturity Model Certification (CMMC) technical support and implementation.
• Manage computer objects, user account permissions, and group policy within Active Directory and/or Entra.
• Perform the configuration of image builds and/or modifications.
• Provide detailed notes and descriptions within all service tickets.
• Identify and suggest potential improvements to procedures, processes, or tools.
• Communicate and collaborate with employees, clients, and colleagues in a professional, respectful, and timely manner.
• Responsible for supporting Managed Services work/contracts inclusive of CMMC technical support, ticket creation and response, network design, and overall client management.
• Participate in on-call rotation.
• Understand and adhere to CMMC and other compliance requirements.
• May serve as a mentor to fellow Sawdey MSD team members.
• Participate in an on-call rotation.
• Perform other duties, as assigned.

• Five (5) + years of IT related experience.
• Four (4) + years' experience working with networks, servers, and cloud-based systems.
• Must have Tier 2 knowledge and capabilities.

• Windows Server 2016-2022 and server roles such as Active Directory, DHCP, Group Policy, and DNS
• VMware ESXi & vCenter
• Windows 10
• Linux
• Mac OSX
• Office 365 Commercial, GCC, and GCC-High
• Azure and Azure Government
• Azure Sentinel
• Zscaler
• AvePoint
• Duo
• CrowdStrike
• Firewalls - Sonicwall, Fortinet, Cisco, Juniper
• Wireless - Aruba, Cisco, Unifi
• Switching - VLANs, QoS, LAGs, Jumbo Frames
• Storage Systems - SAN, NAS
• Vulnerability Scanning and Management
• Configuration Management and Maintenance
• IT and Compliance Documentation
• Helpdesk Management
• Client, Project, and Ticket Management

• National Institute of Standards and Technology (NIST) Frameworks such as NIST Special Publication (SP) 800-53, 800-171, and Cybersecurity Framework (CSF).
• Managed Services

• The following certifications are desired, but not required:
  • Cisco Certified Network Associate (CCNA)
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Cloud Security Professional (CCSP)

• Must be able to effectively communicate with customer and fulfill all duties and responsibilities as listed in the contract.
• Must be proficient in Microsoft Office suite including, but not limited to: Word, PowerPoint, Excel, and Outlook.
• Must be able to communicate and collaborate with corporate employees, clients, and colleagues in a professional, respectful, and timely manner.
• Must have daily and accurate time entry accounting for all service and non-service tasks.
• Must be able to articulate technical information to non-technical people.
• Must be self-motivated and self-directed with the ability to work with minimal direction and oversite.
• Must be able to pay very close attention to detail.
• Must be able to participate in an on-call rotation.
• Must be able to use personal smartphone device on an as-needed basis to perform job-related tasks such as supporting an on-call rotation, accessing Microsoft Teams and Outlook, and enabling/signing into multi-factor authentication (MFA) applications.
  • Please Note: Incoming and Outgoing calls are made via an assigned extension in Microsoft Teams desktop. There is no requirement to use a personal smartphone device to support phone calls.

• To comply with CMMC.