Duo Supra LLC is seeking an IT Generalist to handle frontline help desk support while also contributing to the organization’s cybersecurity posture. This onsite role in Appleton, WI combines hands-on IT troubleshooting with proactive monitoring, analysis, and documentation.
Role Summary
The IT Generalist provides first-level support to end-users through a ticketing system, resolves hardware, software, and network issues, and supports cybersecurity activities including monitoring security alerts and investigating suspicious activity. The position also involves assistance with vulnerability scanning and patch management, along with maintaining security documentation and supporting compliance reporting.
Key Responsibilities
- Act as the first point of contact for all IT support requests through a ticketing system.
- Troubleshoot and resolve end-user issues involving hardware, software, and networking.
- Install, configure, and maintain workstations, laptops, printers, and mobile devices.
- Manage user accounts, permissions, and access rights in Active Directory, Microsoft 365, and other core systems including Microsoft Dynamics GP and Teller Systems.
- Document support requests, resolutions, and recurring issues to improve service efficiency.
- Provide basic training and guidance to staff on IT tools, best practices, and security awareness.
- Monitor security alerts, logs, backups (Backup Exec, Veeam), replications (Nakivo), and events from firewalls, endpoint protection, and AD monitoring tools (Netwrix).
- Investigate suspicious activity, phishing attempts, and potential security incidents.
- Support vulnerability scanning, patch management, and remediation activities.
- Maintain and update security policies, procedures, and incident response documentation.
- Support compliance initiatives such as HIPAA and FFIEC through regular audits and reporting.
- Collaborate with IT leadership on security improvements and risk mitigation strategies.
Required Qualifications
- Classes in Information Technology, Computer Science, or a related field, or equivalent experience.
- Experience in IT support with exposure to cybersecurity tools and practices.
- Strong troubleshooting skills across Windows, O365, print management, and Active Directory.
- Familiarity with networking fundamentals including TCP/IP, DNS, DHCP, and VPN.
- Understanding of security principles, threat vectors, and incident response basics.
- Some nights and weekend work required for project implementations.
- Some travel for client needs throughout the Fox Valley.
Preferred
- Hardware experience including computer setup and computer assembly from parts.
- Experience with Microsoft 365 administration and endpoint management tools.
- Exposure to SIEM platforms, EDR solutions, and vulnerability management tools.
Technologies and Tools
Active Directory, Microsoft 365, Microsoft Dynamics GP, Teller Systems, Backup Exec, Veeam, Nakivo, Netwrix, firewalls, endpoint protection, HIPAA, FFIEC, Windows, O365, TCP/IP, DNS, DHCP, VPN.
Core Competencies
- Analytical Thinking: Diagnose complex technical issues and identify root causes.
- Communication: Provide clear, professional communication to technical and non-technical users.
- Adaptability: Switch between support and security tasks as priorities change.
- Proactive Mindset: Anticipate potential issues and take preventive measures, with curiosity about new products and technologies.
Work Setting and Compensation
This is a full-time onsite position in Appleton, WI with some hybrid work. The hourly salary range is USD 25 to 27.
Benefits
- 401(k) and 401(k) matching
- Health insurance and dental insurance
- Paid time off
- Flexible schedule
- Professional development assistance
- Opportunities for professional development and certification reimbursement
- Competitive salary and benefits package
Additional Work Involvement
The role includes opportunities to become involved in infrastructure support and implementation, in addition to help desk and cybersecurity responsibilities.
