JMARK is an IT managed services provider headquartered in Springfield, Missouri, with a second office in Tulsa, Oklahoma, and numerous full-time remote employees spread throughout the country. The reason JMARK is a "best" place to work can be summed up in one word: culture. Nurturing a respectful, supportive, dynamic, spirited culture among the more than 125 individuals that make up JMARK is a point of passion for CEO Thomas Douglas. It matters so much to him that every decision made regarding JMARK is run through the filter of how it will impact the culture at large—as well as every employee on an individual level.
This dedication to creating a positive environment has been instilled in every leader at any level—including the board of directors—and passed down to every employee in the company. From the first moment one walks in the door at JMARK, it is clear that this is a true family made up of teammates who care for one another, cheer each other on, and thrive on coming together to achieve greater things together than could ever be done alone. In fact, this feeling of fellowship is so strong that it transcends the distances between teammates working from home or in different locations. The words "People First" are in our slogan, and everything that happens at JMARK leads back to that phrase.
Position Summary:
This role focuses on protecting our clients' valuable digital assets and maintaining the strength of their technology infrastructure. It involves providing both on-site and remote support for critical business systems, managing security tickets efficiently, and taking the lead in incident responses. A proactive approach to security and stability is key. By identifying and mitigating potential threats before they escalate, this role plays a vital part in upholding a secure environment. Additionally, it ensures seamless continuity in our response capabilities by backing up other Cyber Incident Responders.
Beyond primary duties, this role also contributes to system administration tasks, working collaboratively with the team to maintain robust IT environments. This includes assisting with routine maintenance activities, installations, and deliveries, all in line with our commitment to providing comprehensive IT support to clients. Furthermore, it offers professional support to end users, troubleshooting and resolving complex technical issues related to personal computers, networks, hardware, software, or peripherals. Whether it is diagnosing and resolving operating errors, evaluating and fixing network connectivity or communication systems problems, or ensuring systems and workstations comply with organizational policies and security standards, this role ultimately strengthens our IT support services, contributing to the overall effectiveness of operations.
Duties and Responsibilities:
- Incident Response Management:
- Provide rapid response and technical expertise for security incidents, both on-site and remotely. This includes efficiently analyzing and containing threats to minimize damage and disruption.
- Utilize JMARK’s Client Incident Response Playbooks to guide your incident response activities. This includes leading the team through the framework's five functions: Identify, Protect, Detect, Respond, and Recover.
- Serve as the primary point of contact for clients throughout the incident response lifecycle. Clearly communicate complex technical information to both technical and non-technical audiences, ensuring everyone is informed and aligned.
- Security Tool Administration:
- Proactively administer, maintain, and update endpoint, network, and cloud security tools like SIEM/SOARs, EDR, and both on-premises and cloud-based security systems.
- Respond to security tool-generated alerts and conduct analysis of logs.
- Enhance existing security tools and systems, pursuing the implementation of security industry and vendor best-practices
- On-Call Rotation:
- Participate in an on-call rotation.
- System Administration Support:
- Assist in System Administrator tasks, including routine maintenance, installations, and deliveries.
- Contribute to the maintenance of robust IT environments, ensuring optimal performance and reliability.
- Client Support:
- Provide professional support for end users of personal computers, networks, hardware, software, or peripherals.
- Diagnose and resolve errors, ensuring systems compliance with organizational policies and security standards.
- Documentation and Reporting:
- Maintain accurate records of incidents, actions taken, and resolutions achieved.
- Generate reports on security incidents, vulnerabilities, and system performance for review and analysis.
- Keep internal documentation updated and contribute to the creation of new documentation.
- Continuous Improvement:
- Stay updated on industry trends, emerging threats, and best practices in cybersecurity and IT support.
- Identify opportunities for process improvement and contribute to the enhancement of operational efficiency and effectiveness.
- Collaboration and Communication:
- Collaborate effectively with team members, sharing knowledge and expertise to achieve common goals.
- Communicate with clients and stakeholders in a clear and concise manner, ensuring a thorough understanding of technical issues and proposed solutions.
- Act as a champion of security by promoting cybersecurity awareness within the organization.
- Training and Development:
- Participate in training sessions and workshops to enhance technical skills and knowledge.
- Share insights and experiences with colleagues, contributing to the professional development of the team.
- Compliance and Risk Management:
- Ensure adherence to organizational policies, procedures, and regulatory requirements related to cybersecurity and data protection.
- Conduct risk assessments and implement measures to mitigate identified risks effectively.
- Emergency Response Preparedness:
- Participate in disaster recovery planning and testing exercises to ensure readiness for potential emergencies or disruptions.
- Provide support during emergency situations, working collaboratively with other team members to restore operations promptly.
Professional Development:
- Participate in ongoing training and attainment of various manufacturer and software certifications.
- Keep current on industry trends and report findings to team members that directly impact the quality and profitability of JMARK.
- Develop personal skills to work efficiently both as an individual and as a Service Department team member.
- Attend training sessions as available and meet with the company Technical Trainer on a regular basis to map out a plan for professional growth.
- Identify and mentor team members in areas of expertise.
Participate in company-sponsored position related activities.
Skills and Qualifications:
An individual will need to utilize a wide variety of knowledge and skills to perform effectively in this position. Listed below are general skills and qualifications that individuals should have, or should be striving to achieve, to be considered qualified for this position.
Technical Skills:
- Security Tool Management: Basic skills in maintaining, troubleshooting, optimizing, deploying, and updating SIEM/SOAR, EDR, Content Filtering, Endpoint Protection, and other security related tools.
- Security Incident Response: Experience owning security incidents through all phases of the incident response lifecycle.
- Proficiency in Backup Solutions: Demonstrated expertise in supporting, troubleshooting, and securing backup solutions.
- Proficiency in Microsoft Windows Operating Systems: Demonstrated expertise in supporting and troubleshooting various versions of Microsoft Windows Operating Systems.
- Basic Desktop Support: Proficient in providing basic desktop support, including troubleshooting and configuration of software such as Microsoft Office Suite and Office 365.
- Desktop VPN Connectivity: Basic understanding and troubleshooting skills in desktop VPN connectivity, including familiarity with technologies such as Cisco, Meraki, and other VPN technologies.
- Line of Business Applications: Experience in supporting client-specific Line of Business applications, ensuring seamless integration and functionality within the desktop environment.
- Exchange Online: Proficiency in managing Exchange Online, including troubleshooting and optimization.
- Hypervisor Management: Basic skills in maintaining, troubleshooting, optimizing, deploying, and updating ESXi and vCenter.
- Windows Server Management: Basic skills in maintaining, troubleshooting, optimizing, deploying, and updating Windows Server environments.
- Network Troubleshooting: Competent in basic network troubleshooting techniques to diagnose and resolve connectivity issues.
These technical skills are essential for effectively fulfilling the duties and responsibilities of the Cyber Incident Responder role, providing comprehensive support, and maintaining the security and functionality of clients' technology infrastructure.
Licenses & Registrations:
- Valid driver's license
- Proof of vehicle insurance
- Reliable and suitable transportation that can be used as required to perform duties, if needed.
Other Skills & Abilities:
- Able to work independently and as part of a team.
- Exceptional written and oral communication skills.
- Minimal travel as required.
- Able to be a self-starter.
- Enjoy learning new things.
- Possess an intrinsic desire to make a positive difference in the lives of fellow coworkers.
Experience:
- Eighteen to thirty-six months of experience working in the same or similar type of position and/or apprenticeship program, or the ability to prove technical competence.
- Experience as part of a Microsoft Partner organization.
- Experience working for a managed services organization.