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 manages Level 1 and Level 2 service requests, project tickets, security events, alerts, incidents, and assigned remediation activities. The specialist troubleshoots end-user and infrastructure issues, supports client system health, helps investigate security incidents, and documents work in Rea Information Services systems. Success in this role 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 involves remote and on-site client support, cybersecurity monitoring and response, and systems, endpoint, and infrastructure support. The specialist may travel to clients as needed and must be able to provide 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.
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 sensitive and confidential information, meet timelines, and manage simultaneous priorities with coaching.
Foundational knowledge of workstations, servers, switches, routers, networking, 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 client environments, 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.
Ability to travel to clients as needed.

Nice To Haves

Prior full-time experience in an IT, information systems, technical support, or cybersecurity capacity.
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.

Responsibilities

Respond to, manage, monitor, document, and resolve assigned Level 1 and Level 2 service requests, project tickets, and cybersecurity tickets.
Identify 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 support and deliver quality client service.
Follow internal service delivery policies, procedures, documentation standards, and security requirements.
Create and maintain accurate client documentation and record work performed in Rea Information Services systems, including time reporting.
Monitor, analyze, and work assigned security events, alerts, and tickets.
Identify potential security incidents and collaborate with team members to investigate, contain, remediate, and document incidents.
Manage and verify the health and functionality of client identity, endpoint protection, and antivirus solutions.
Analyze client environments for cybersecurity concerns and provide practical recommendations to improve security posture and reduce risk.
Support risk, cybersecurity, and data protection services by applying security controls and remedies appropriate to client environments.
Stay current on security threats and trends, conduct independent research, and apply findings to troubleshooting and remediation.
Configure, install, deploy, troubleshoot, and support workstations, printers, and other hardware at client locations or remotely.
Troubleshoot common issues involving Windows workstations and servers, Microsoft applications, networks, cloud services, user access, and endpoint security tools.
Identify alerts in remote monitoring and management systems that require action and resolve them or route them to the appropriate team member.
Participate in assigned 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 platforms are securely, consistently, and effectively used across Rea Information Services operations and applicable client environments.