Technology & Cybersecurity Specialist II

Rea•Massillon, OH

11d

About The Position

The Technology & Cybersecurity Specialist II provides responsive technical support and foundational cybersecurity services to external clients. The role handles Level 1 and Level 2 service requests, project tickets, security events, alerts, incidents, and assigned remediation activities. It troubleshoots end-user and infrastructure issues, supports client system health, assists with security investigations, and documents work in Rea Information Services systems. Success requires technical curiosity, sound judgment, strong client service, attention to detail, and the ability to research and resolve problems independently while escalating appropriately. Rea Information Services provides IT services and solutions to small and medium-sized organizations. The position supports client environments remotely and on-site, and may involve travel to clients. The role also provides service desk coverage and off-hours support for critical security incidents or technology issues when needed.

Requirements

Post-secondary education in computer science, information systems, networking, information security, or a related discipline, or two years of experience and industry training.
Prior full-time experience in IT, information systems, technical support, or cybersecurity is preferred.
Ability to travel to clients as needed.
Strong customer service, written and verbal communication, interpersonal, and presentation skills.
Ability to explain technical and cybersecurity issues clearly to business and IT stakeholders.
Strong analytical, troubleshooting, investigative, and research abilities, with attention to detail.
Ability to work independently, use discretion, protect confidential information, meet timelines, and manage competing priorities with coaching.
Foundational knowledge of workstations, servers, switches, routers, networking and routing practices, enterprise backup, endpoint protection, antivirus, and remote monitoring technologies.
Working knowledge of Microsoft Windows workstation and server operating systems, Microsoft 365 applications, and introductory cloud technologies.
Understanding of information security risks and controls, zero trust concepts, incident identification and response, security assessment practices, and common cybersecurity threats.
Ability to evaluate a client environment, gather relevant information, recognize risk, develop practical remedies, and recommend improvements.
Ability to collaborate effectively with technical staff, cybersecurity staff, and client contacts.
Ability to work required business hours and provide off-hours support for critical security incidents or technology issues when needed.
Ability to type at least 40 words per minute.

Nice To Haves

Experience working in a Managed Services Provider (MSP) environment.
Experience supporting cybersecurity technologies, handling security alerts, or assisting with incident response.
CompTIA A+, Security+, Network+, Microsoft Fundamentals, Microsoft 365 Administration, CCNA, or comparable foundational IT or cybersecurity certifications.
CISA, CISSP, CEH, or similar advanced security certification is valued but not required.

Responsibilities

Respond to, manage, monitor, document, and resolve assigned Level 1 and Level 2 service requests, project tickets, and cybersecurity tickets.
Assess business impact and urgency, support critical issues, and escalate when needed.
Monitor assigned ticket queues, communicate status and next steps, and meet service delivery expectations.
Provide professional on-site and remote technical support and follow service delivery policies, procedures, documentation standards, and security requirements.
Maintain accurate client documentation and complete records of work in Rea Information Services systems, including time reporting.
Monitor and analyze assigned security events, alerts, and tickets; identify potential incidents and collaborate on investigation, containment, remediation, and documentation.
Manage and verify the health and functionality of client identity, endpoint protection, and antivirus solutions.
Assess client environments for cybersecurity concerns and recommend practical improvements to security posture and risk reduction.
Support risk, cybersecurity, and data protection services by applying controls and remedies appropriate to each client environment.
Keep current on security threats and trends, research issues independently, and apply findings to troubleshooting and remediation.
Configure, install, deploy, troubleshoot, and support workstations, printers, and other hardware on-site or remotely.
Troubleshoot common issues involving Windows workstations and servers, Microsoft applications, networks, cloud services, user access, and endpoint security tools.
Identify actionable alerts in remote monitoring and management systems and resolve them or route them to the appropriate team member.
Participate in service desk coverage, critical ticket triage, project work, and additional duties as needed.
Serve as the subject matter expert for assigned systems and help ensure their secure, consistent, and effective use across Rea Information Services operations and applicable client environments.