Wombat Security, a division of Proofpoint is seeking a motivated professional level two IT Specialist for our Pittsburgh, PA office located in the Strip District. The candidate will have strong experience supporting large-size corporate locations in a fast paced, production environment. This candidate must have excellent customer service attitude, a degree of creativeness in troubleshooting and problem solving, and who is ready to grow their career by being part of the Proofpoint Helpdesk team.
This includes installing, diagnosing, repairing, maintaining, and upgrading all PC/Mac, hardware and equipment to ensure optimal workstation performance. The successful candidate will learn how to troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion, and provide end-user assistance where required, working as part of a team. The successful candidate must demonstrate a full understanding of industry practices and Proofpoint policies to ensure flawless support to our business partners.
Provide on-going operational support including operating systems releases, upgrades, service pack installations, bug fixes, security updates, and any system change activities
Available on-call some nights and weekends to assist in dealing with outages
Setup/Terminate AD accounts
Build new systems (PC/Mac), and new hires deployment
Serve as Helpdesk support to resolve PC/Mac system issues as reported by the end-users
Troubleshoot problem areas (in person, remote desktop, by telephone, or via e-mail) in a timely and accurate fashion, and provide end-user assistance where required
Identify solutions for network security; provide Spyware, Adware and, virus protection
Ensure adequate customer follow up communications and timely issue status updates to customer and IT management
Create a formal mentorship with IT Helpdesk peer(s) to share lessons learned and IT knowledge
Network with cross-functional teams to leverage best practices
Assist customers with identifying and specifying hardware and software needs to address business requirements, aligning with IT standards where possible
Familiar with server hardware, software installation and maintenance, in coordination with Corporate IT (e.g. SAN/NAS storage, Network)
Familiar with network implementation and maintenance, in coordination with Corporate IT (e.g. routers, switches, wireless)
Create and update documentation (Intranet FAQs, User guides, Standard Operating Procedures, Knowledgebase) for IT supported services and applications
Identify current operational process inefficiencies and provide recommendations for improvement
Assist server teams with installing network equipment and basic troubleshooting
Coordinate with vendors on basic facility issues; including new wiring installs, UPS battery tests, network cable runs, and cubicle moves
Work closely with facilities department
What You Bring To the Team:
Substantial experience working within a Helpdesk role within a team environment
Experience in supporting Mac
Must have experience in working in similar Apple Genius environment
Familiarity of operating systems (i.e., Microsoft, Linux, etc.)
Familiarity of PC hardware architecture
Familiarity of desktop applications, (i.e., MS Office, Virus Scan, VPN, imaging software, etc.)
Familiarity of desktop architecture build methodologies
Familiarity of other IT disciplines, (i.e., Telecom, Datacom, Messaging, Server operations, Video conference, etc.)
Familiarity of Jira Ticketing system is a plus
Proven Customer Service skills
Excellent written and oral communication
The ability to lift 50lbs
ITIL foundation certification is a plus
Available to travel occasionally to other office locations
The company offers a competitive base salary and a full benefits package including Medical, Dental and Vision, paid vacation and holidays, 401(k) plan with employer match, life insurance, disability insurance and subsidized parking. Our office is located in the Strip District of Pittsburgh.
Wombat Security Technologies is an Equal Opportunity Employer (EOE).
Wombat uses E-Verify to confirm employment eligibility for all newly hired employees within the United States.
About Wombat Security Technologies
Wombat Security Technologies, a division of Proofpoint, provides information security awareness and training software to help organizations teach their employees secure behavior. Our SaaS-based cyber security education solution includes a platform of integrated broad assessments, as well as a library of simulated attacks and brief interactive training modules. Wombat's solutions help organizations reduce successful phishing attacks and malware infections up to 90%. Wombat is helping Fortune 1000 and Global 2000 customers in industry segments such as finance, technology, banking, higher education, retail, and consumer packaged goods to strengthen their cyber security defenses, and was recently named one of Pittsburgh’s Top Workplaces by the Pittsburgh Post Gazette and Workplace Dynamics.