Sr IT Support Engineer (Hybrid/Columbia MD)

Who is Tenable?

Tenable® is the Exposure Management company. 44,000 organizations around the globe rely on Tenable to understand and reduce cyber risk. Our global employees support 65 percent of the Fortune 500, 45 percent of the Global 2000, and large government agencies. Come be part of our journey!

What makes Tenable such a great place to work?

Ask a member of our team and they’ll answer, “Our people!” We work together to build and innovate best-in-class cybersecurity solutions for our customers; all while creating a culture of belonging, respect, and excellence where we can be our best selves. When you’re part of our #OneTenable team, you can expect to partner with some of the most talented and passionate people in the industry, and have the support and resources you need to do work that truly matters. We deliver results that exceed expectations and we win together!

Your Role:

The Senior IT Support Engineer is responsible for ensuring the smooth day-to-day operation of technology applications and equipment, with a focus on resolving escalated tickets and completing project work. This role entails performing installations, repairs, patches, upgrades, backups, and other maintenance tasks. Additionally, expertise in commonly used business applications may be required. 

Your Opportunity:

• Research, validate, and implement new IT initiatives related to user hardware, software, and applications.

• Collaborate with vendors to evaluate and select technologies for company-wide deployment.

• Address staff inquiries via in-person interactions, phone calls, and the ticketing system, covering all supported applications and hardware.

• Troubleshoot and resolve computer and telephony issues promptly.

• Act as a liaison between staff and the technology department, ensuring efficient issue resolution.

• Document resolutions for future reference and knowledge sharing.

• Direct inbound inquiries within the IT department to appropriate groups for escalation and resolution.

• Provide after-hours on-call support as needed for urgent IT issues.

• Provision and configure equipment for new staff, including setting up accounts based on departmental needs.

• Analyze outcomes and recommend enhancements to support processes, implementing changes where necessary.

• Prioritize and schedule instances requiring enhancements and defect resolution.

• Communicate application problems and solutions to key stakeholders, including management, development teams, and end-users.

• Test fixes and conduct post-resolution follow-ups to ensure satisfactory outcomes.

• Maintain and improve the performance of all software and applications across the organization.

• Publish software updates, drivers, knowledge bases, and FAQs on the company intranet to assist in problem resolution.

• Support the testing of new and existing software applications under development or consideration for purchase.

• May perform other duties and responsibilities that management may deem necessary from time to time

What You'll Need:

• Minimum four years of technical support, troubleshooting, and customer service experience.

• Proficiency in independently completing tasks associated with projects.

• Experience supporting Windows and Mac Operating Systems and Applications, including configuration and management of Windows desktop environments, Virtual Machines (VMs), Terminal Servers, Active Directory (AD), Domain Name System (DNS), and Group Policy.

• Familiarity with MSP software such as JAMF, Kaseya, Solarwinds, and BigFix.

• Experience in supporting mobile devices.

• General understanding of Local Area Networks (LANs) and System Architecture.

• General knowledge of  common information security practices.

• Ability to investigate, analyze information, and draw conclusions; capable of effectively communicating technical guidance and instructions to users regarding applications and systems.

• Strong interpersonal skills for effective teamwork and collaboration with multiple teams, including Systems Operations, Information Security (Infosec), and Networking.

• Capability to translate user/department needs into business and technical documentation.

• Experience in workflow design, development, and deployment.

• Proficiency in Patch Management and vulnerability detection analysis.

• Project Management skills: Able to participate, propose, and/or lead complex internal projects, coordinating with different departments.

• Demonstrated ability to identify and guide timely resolution of user