Senior Technical Support

 This Classification must have a minimum of five (5) years of experience aligning IT
systems with organizational business processes. At least three (3) years of that
experience must have been in a lead capacity.
And Education – This classification requires the possession of a bachelor’s degree in an
IT-related or Engineering field. Additional qualifying experience may be substituted for
the required education on a year-for-year basis.

A minimum of three (3) years of Full-Time Equivalent (FTE) experience administering
and supporting Apple Business Manager, enterprise Microsoft 365 technologies and
services, including Microsoft Teams, Intune, Exchange Online, SharePoint Online,
OneDrive for Business, Microsoft Bookings, and Microsoft Defender for Endpoint and
Applications. Experience must include enterprise administration, configuration
management, endpoint management, user licensing, security and compliance support,
troubleshooting complex technical issues, and operational support for cloud-based
collaboration and productivity services.

A minimum of three (3) years of FTE experience utilizing NinjaOne for enterprise
endpoint management, remote monitoring and management (RMM), patch
management, automation support, system performance monitoring, endpoint
troubleshooting, and operational maintenance activities within enterprise IT
environments.

A minimum of three (3) years of FTE experience supporting enterprise service
management (ITSM) and ticketing platforms, preferably Jira. Experience must include
incident management, escalation management, workflow coordination, ticket
prioritization, operational reporting, service delivery support, and monitoring compliance
with established service level objectives and operational support processes.

A minimum of seven (7) years of FTE experience supporting enterprise service
management (ITSM) and ticketing platforms, preferably Jira. Experience must include
incident management, escalation management, workflow coordination, ticket
prioritization, operational reporting, service management processes, and enterprise
operational support activities.

A minimum of seven (7) years of FTE experience supporting enterprise patch
management activities, including patch assessment, scheduling, testing coordination,
deployment, validation, automation, operational monitoring, troubleshooting, and
vulnerability remediation across enterprise systems, endpoint devices, cloud environments, and infrastructure platforms.

A minimum of seven (7) years of FTE experience supporting enterprise cloud security,
secure remote access technologies, and cybersecurity operations within enterprise IT
environments. Experience must include cloud security principles, identity and access
management (IAM), secure configuration practices, data protection, threat detection,
incident response, and operational support for enterprise security platforms.

A minimum of seven (7) years of FTE experience supporting Palo Alto Prisma
technologies, including Prisma Access, Prisma Cloud, secure access service edge
(SASE) solutions, cloud security posture management, secure remote access services,
operational troubleshooting, and enterprise security support activities.

A minimum of seven (7) years of FTE experience supporting enterprise networking and
infrastructure technologies, including TCP/IP, VPNs, firewalls, network architecture,
network security, switching technologies, connectivity troubleshooting, and enterprise
infrastructure operations.

A minimum of five (5) years of experience utilizing scripting languages or automation
tools, including Python, Bash, PowerShell, or equivalent technologies, to support
automation, operational efficiency, system integration, reporting, and enterprise
operational support activities.