IT Support Analyst, BlackCloak

• 2-4 years of college coursework in a relevant field or equivalent work experience
• 2-4 years of experience in an IT-related role
• Hands-on experience managing Apple macOS endpoints in an enterprise or corporate environment
• Strong troubleshooting skills, with the ability to take detailed notes, isolate issues, and leverage both experience and resourcefulness to find solutions
• Experience managing multiple operating systems, including Linux, macOS, Windows, iOS, and Android
• Proficiency with Endpoint Management and MDM solutions such as Jamf or WorkspaceOne, including deploying configuration profiles and Group Policy Objects (GPOs)
• A keen eye for detail, a passion for technology, and a natural curiosity for staying up to date with advancements
• Adaptability and the ability to pivot seamlessly between tasks in a fast-paced environment

Desirable

• As IT Support Analyst, you will serve as the first point of contact for BlackCloak’s internal IT Help Desk, providing responsive and resourceful support while escalating issues to appropriate stakeholders when needed
• You will work with the Information Security team to create and update documentation and participate in compliance efforts. The ideal candidate is detail oriented, enjoys troubleshooting, and wants to level up their IT skills
• Serve as the first point of contact for BlackCloak’s internal IT Help Desk
• Monitor and manage company endpoints and workstations to ensure security and performance
• Develop and maintain clear, user-friendly documentation and SOPs. Identify gaps in institutional knowledge and keep knowledge base articles up to date
• Administer and support corporate SaaS, IaaS, and PaaS solutions
• Manage native applications, including Google Workspace, Jira & Confluence, Slack, Office 365 and Zoom
• Assist with internal and client facing Mobile Device Management solutions, ensuring devices are hardened and applications have their required permissions
• Continuously audit internal security controls to ensure company security, addressing or escalating findings where appropriate
• Draft third-party due diligence requests by gathering and organizing relevant IT and security information
• Provision and provision user access and accounts in alignment with security best practices
• Oversee Identity and Access Management (IAM) solutions to maintain secure and streamlined authentication processes
• Support the Information Security team with keen attention to detail, identifying and addressing documentation gaps
• Participation in potential off-hours and emergency responses is required