Senior Service Desk Associate

Spaulding Ridge is an advisory and IT implementation firm. We help global organizations get financial clarity into the complex, daily sales, and operational decisions that impact profitable revenue generations, efficient operational performance, and reliable financial management.

At Spaulding Ridge, we believe all business is personal. Core to our values is our relationships with our clients, our business partners, our team, and the global community. Our employees dedicate their time to helping our clients transform their business, from strategy through implementation and business transformation. 

What You Will Do

We are looking for a Senior Service Desk Associate to join our growing Technology and Security team. You will be responsible for supporting end users' hardware and software, troubleshooting problems as they arise, and will be responsible for monitoring and responding to security incidents in real-time.

Ideal candidates will be able to:

• Outstanding analytical and problem-solving skills, capable of diagnosing, researching, and testing new or unusual technical issues.
• Exceptional ability to clearly document new troubleshooting resolutions and update existing documentation in a clear, concise manner.
• Ability to serve as an escalation point and explain complex solutions to less tenured or new associates on technology, processes, and best practices.
• Ability to help IT manager organize and manage IT asset inventory including computers, peripheral devices, and software licenses.
• Strong ability to manage competing priorities and workloads including service requests, projects, and any other tasks that may arise.
• Adhere to and promote IT procedures and policies within team and across the organization.
• Collaborate with IT team to implement security controls and technologies to protect against cyber threats.
• Ability to work independently in support of end user requests.
• Ability to clearly communicate questions and solutions verbally, as well as over chat and email.
• Ability to collaborate with Technology and Security team members to address troubleshooting requests, project rollouts, and policy applications.
• Ability to demonstrate clear understanding of end users' technical needs and act with a sense of urgency, as they pertain to serving and supporting their clients.
• Ability to give IT Trainings to all bandmates, including IT team members.
• Conduct regular vulnerability assessments and penetration testing to identify potential security threats.
• Monitor network traffic and system logs to detect and respond to security incidents.
• Monitor system alerts and logs to detect and respond to security incidents.
• Ability to understand and maintain TCP/IP Networking, hubs and switches.
• Provide on-call weekend support for critical IT incidents or projects

 Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or related field
• 2+ years of experience in cybersecurity or related field
• Minimum 4 years' experience with level 1 and 2 support.
• Knowledge of security frameworks such as NIST, ISO, or CIS
• Strong analytical and problem-solving skills.
• Experience supporting both Windows 11 and MacOS operating systems
• Experience in Azure Active Directory administration.
• Experience supporting and administrating Microsoft 365 environment and productivity applications
• Experience with SharePoint and Team administration
• Experience with Intune and Autopilot administration
• Experience with Jira Software/Service Management, Meraki, PowerShell, Python and HTML is a plus.
• Able to travel occasionally to support other office locations.
• Must have a valid driver's license and either have or obtain a valid passport.

Spaulding Ridge’s Commitment to an Inclusive Workplace 

When we engage the expertise, insights, and creativity of people from all walks of life, we become a better organization, we deliver superior services to clients, and we transform our communities and world for the better.

At Spaulding Ridge, we believe our team should reflect the rich diversity of society and we take seriously the responsibility to cultivate a workplace where every bandmate feels accepted, respected, and valued for who they are. We do this by creating a culture of trust and belonging, through practices and policies that support inclusion, and through our employee led Employee Resource Groups (ERGs): CRE (Cultural Race and Ethnicity), Women Elevate, PROUD and Mental Wellness Alliance.

The company is committed to offering Equal Employment Opportunity and to providing reasonable accommodation to applicants with physical and/or mental disabilities. If you are interested in applying for employment with Spaulding Ridge and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to our VP of Human Resources, Cara Halladay (challaday@spauldingridge.com). Requests for reasonable accommodation will be considered on a case-by-case basis.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.