Cyber Technical Support Specialist

Why WWT?

At World Wide Technology, we work together to make a new world happen. Our important work benefits our clients and partners as much as it does our people and communities across the globe. WWT is dedicated to achieving its mission of creating a profitable growth company that is also a Great Place to Work for All. We achieve this through our world-class culture, generous benefits and by delivering cutting-edge technology solutions for our clients.

WWT was founded in 1990 in St. Louis, Missouri. We employ more than 10,000 people globally and closed nearly $20 billion in revenue in 2023. We have an inclusive culture and believe our core values are the key to company and employee success. WWT is proud to have been included on the FORTUNE "100 Best Places to Work For " list 12 years in a row!

Want to work with highly motivated individuals on high-performance teams? Join WWT today!

What is the Solutions Consulting & Engineering (SC&E) Team and why join?

Solutions Consulting & Engineering is an organization that is Customer Focused and Solutions Led. We deliver end-to-end (E2E) and emerging solutions to drive customer satisfaction, increase profitability and growth. Our success is enabled by our world-class management consulting, delivery excellence and engineering brilliance. We embody the OneWWT mindset by bringing the right talent at the right time from anywhere within WWT to solve our customer's problems. Our goal is to bring together business acumen with full-stack technical know-how to develop innovative solutions for our clients' most complex challenges.

Location: San Antonio, TX

What will you be doing?

The Technical Support Specialist will provide technical support to customers who need assistance utilizing client level hardware and software in accordance with established or approved organizational process components (i.e., Mater incident Management Plan, when applicable).

RESPONSIBILITIES:

• Install and configure hardware, software, and peripheral equipment for system users in accordance with organizational standards.
• Administer accounts, network rights, and access to systems and equipment.
• Diagnose and resolve customer reported system incidents, problems, and events.
• Perform asset management/inventory of information technology (IT) resources.
• Monitor and report client-level computer system performance.
• Develop a trend analysis and impact report.
• Troubleshoot system hardware and software.

QUALIFICATIONS:

• Knowledge of risk management processes (e.g., methods for assessing and mitigating risk).
• Knowledge of IT system operation, maintenance, and security needed to keep equipment functioning properly.
• Knowledge of basic physical computer components and architectures.
• Knowledge of electronic devices (e.g., computer systems/components, access control devices, digital cameras, electronic organizers, hard drives, memory cards, modems, network components, printers, removable storage devices, scanners, telephones, copiers, credit card skimmers, facsimile machines, global positioning systems [GPSs]).
• Knowledge of an organization's information classification program and procedures for information compromise.
• Knowledge of relevant national and international laws, regulations, policies, and ethics as they relate to cybersecurity.
• Knowledge of cybersecurity principles.
• Knowledge of cyber threats and vulnerabilities.
• Ability to accurately define incidents, problems, and events in the trouble ticketing system.
• Knowledge of industry best practices for service desk.
• Knowledge of specific operational impacts of cybersecurity lapses.
• Knowledge of systems administration concepts.
• Knowledge of the operations and processes for incident, problem, and event management.
• Skill in conducting research for troubleshooting novel client-level problems.
• Skill in identifying possible causes of degradation of system performance or availability and initiating actions needed to mitigate this degradation.
• Skill in configuring and validating network workstations and peripherals in accordance with approved standards and/or specifications.
• Knowledge of the basic operation of computers.
• Skill in using the appropriate tools for repairing software, hardware, and peripheral equipment of a system.
• Knowledge of procedures used for documenting and querying reported incidents, problems, and events.
• Knowledge of successful capabilities to identify the solutions to less common and more complex system problems
• Knowledge of artificial intelligence, machine learning, and data science concepts, methodology, techniques, and technologies and the infrastructure that supports them.
• 10 years of experience in developing and documenting testing documentation, including test plans, test cases, and test reports, and cybersecurity testing & evaluation.
• 10 years of experience with identity management related experience and an in-depth knowledge of NIST 800-53 series guidelines and procedures as it relates to security testing & evaluation.
• Bachelor s Degree or Higher in Cybersecurity, Computer Science, or related field
• Certifications: AWS, ITIL, Lean, Scrum, SAFe, and/or Agile
• PMP and CISSP Preferred
• Security Clearance: Top Secret/SCI with potential for higher read-ins.

Want to learn more about our Government Services team? Check us out on our platform:

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The well-being of WWT employees is essential. So, when it comes to our benefits package, WWT has one of the best. We offer the following benefits to all full-time employees:

• Health and Wellbeing: Heath, Dental, and Vision Care, Onsite Health Centers, Employee Assistance Program, Wellness program
• Financial Benefits: Competitive pay, Profit Sharing, 401k Plan with Company Matching, Life and Disability Insurance, Tuition Reimbursement
• Paid Time Off: PTO & Holidays, Parental Leave, Sick Leave, Military Leave, Bereavement
• Additional Perks: Nursing Mothers Benefits, Voluntary Legal, Pet Insurance, Employee Discount Program

Equal Opportunity Employer Minorities/Women/Veterans/Individuals with Disabilities