Tier 1 Help Desk Agent - Cyber Security (ZR_19912_JOB)

• Contract type: Independent Contractor
  
• Schedule: Monday to Friday, 8 AM to 5 PM ET Monday to Friday
  

Client Timezone: Eastern Time Zone (ET)

Step into the exciting world of cybersecurity with our client, a dynamic organization at the cutting edge of digital defense. This company operates multiple ventures focused on protecting critical information and systems. With a culture that values direct communication, initiative, and continuous learning, you’ll be part of a team that makes a real difference in the digital security landscape. Join us in our mission to safeguard businesses and individuals in an ever-evolving cyber environment.

We’re on the hunt for a skilled and customer-oriented Tier One Help Desk Agent to join our dynamic IT support team. In this crucial role, you’ll be the first line of defense against technical issues, providing essential support to users across multiple organizations. You’ll have the opportunity to work with cutting-edge technologies in a fast-paced, cybersecurity-focused environment. This position offers an excellent pathway to grow your IT skills, gain exposure to advanced security practices, and play a vital role in maintaining the technological backbone of our operations. If you’re passionate about technology, enjoy solving problems, and have a knack for explaining complex concepts simply, this role is your gateway to an exciting career in IT and cybersecurity.

Responsibilities

• Serve as the primary point of contact for all IT-related inquiries, managing and resolving user tickets through our advanced Jira ticketing system
  
• Take charge of system preparations for employee onboarding and offboarding processes, ensuring smooth transitions
  
• Provide top-notch phone support using our dedicated VOIP system, delivering exceptional customer service
  
• Showcase your problem-solving skills by troubleshooting and resolving a wide range of IT issues
  
• Demonstrate your ability to work in a team by escalating complex issues to appropriate IT teams when necessary
  
• Maintain meticulous documentation of all support activities, contributing to our knowledge base
  
• Stay ahead of the curve by continuously learning about new technologies and security practices
  
• Contribute to the improvement of IT processes and procedures, helping to enhance our overall efficiency
  

• Strong technical knowledge of common IT systems and troubleshooting techniques, with a passion for staying updated on the latest technologies
  
• Experience with cyber security is a plus
• Excellent customer service skills, demonstrating patience, empathy, and a friendly demeanor even in high-pressure situations
  
• Exceptional conversational English skills for clear and effective communication with a diverse user base
  
• Proven ability to learn and adapt to new technologies quickly, with a growth mindset
  
• Experience with ticketing systems, preferably Jira, and familiarity with RMM tools is a plus
  
• Strong problem-solving skills and the ability to think critically under pressure
  
• Excellent time management skills and the ability to prioritize tasks effectively
  
• Team player mentality with the ability to work independently when required
  
• Commitment to maintaining confidentiality and adhering to strict security protocols
  
• Willingness to work full-time, Monday to Friday, 8 AM to 5 PM ET
  
• Enthusiasm for working in a dynamic, cybersecurity-focused environment