Spalding, a Saalex Company, is hiring a Cybersecurity/Service Desk Administrator II to provide advanced technical support and serve as an escalation point for complex IT issues. In this role, you will support end users across hardware, software, and network environments while contributing to service desk process improvements, documentation, and the mentoring of Tier I staff.
What You'll Do
- Provide Tier II technical support for end users, resolving escalated issues related to desktops, laptops, mobile devices, operating systems, applications, and peripherals.
- Diagnose and troubleshoot complex hardware, software, and connectivity issues across Windows and/or macOS environments.
- Manage and resolve service requests and incidents within defined SLAs using the ITSM ticketing system.
- Serve as an escalation point for Tier I Service Desk staff and provide guidance, coaching, and technical assistance.
- Perform user account management including onboarding/offboarding, password resets, group memberships, and access provisioning (e.g., Active Directory, Azure AD).
- Support common enterprise applications such as Microsoft 365, email systems, VPNs, and collaboration tools.
- Assist with device imaging, deployments, upgrades, and patching.
- Create, maintain, and improve knowledge base articles, SOPs, and technical documentation.
- Identify recurring issues and recommend solutions to improve service desk efficiency and user experience.
- Participate in after-hours or on-call support rotations as required.
- Collaborate with infrastructure, security, and application teams to resolve cross-functional issues.
- Ensure compliance with IT policies, security standards, and data protection requirements.
What We're Looking For
- Associate’s or Bachelor’s degree in Information Technology or related field, or equivalent work experience.
- 3–5 years of experience in an IT Service Desk or technical support role.
- Strong working knowledge of Windows operating systems and Microsoft 365.
- Experience with Active Directory, user account management, and basic networking concepts.
- Familiarity with ITSM tools (e.g., ServiceNow, Jira Service Management, Zendesk).
- Excellent troubleshooting, analytical, and problem-solving skills.
- Strong verbal and written communication skills with a customer-service mindset.
- Must be eligible to obtain a Secret clearance. Requirements to obtain a clearance include US Citizenship, security investigation, etc.
Nice to Have
- Experience supporting macOS and mobile device management (MDM) solutions.
- Basic knowledge of networking (DNS, DHCP, TCP/IP, VPN).
- ITIL Foundation certification.
- Relevant technical certifications (CompTIA A+, Network+, Microsoft certifications).
- Experience mentoring or training junior support staff.
Technical Stack
- Windows, macOS, Microsoft 365
- Active Directory, Azure AD
- ITSM tools (ServiceNow, Jira Service Management, Zendesk)
- VPN
Team & Environment
You will serve as the escalation point for Tier I Service Desk staff.
Benefits & Compensation
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Short Term & Long Term Disability
- Training & Development
- Wellness Resources
- Stock Option Benefit
- Compensation: $60K-$65K (depending on experience)
Work Mode
This is a hybrid position located in Lexington Park, MD.
Spalding, a Saalex Company, is an equal opportunity employer.
