Security Support Technician

Grand Rapids, MI

Headquartered in Grand Rapids, Michigan Mill Steel Company is a team of over 400 employees with a commitment to high-quality service. We are a unified, motivated, and empowered market driven company with a single focus to be the best. Our mission is simple, expand our operations into new territories, enhance relationships with our customers and suppliers, provide the best value available in the market, increase market share in key customer industries, develop innovative responses to customer needs, and continue to foster an environment of team involvement and empowerment.

As a Security Support Technician, you will provide first-line security as well as direct computer and device support to the company’s end users. You will be the first contact for security incidents and resolutions along with customer technical assistance and will communicate through several different channels including our help desk portal, email, phone calls and/or personal interactions. You will also respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions.

Duties and Responsibilities:

• Manage endpoint and security solutions (e.g., EDR/antivirus, email security, web filtering) and coordinate response to security incidents.
• Maintain current knowledge of threats, vulnerabilities, and attack techniques; recommend and help implement security improvements aligned to policy and risk.
• Provides technical support to users by researching and answering questions, troubleshooting problems, maintaining workstations, managing devices (printers, scanners, mobile) and Local Area Network (LAN) and Wide Area Network (WAN) performance.
• Provide prompt follow-up on security alerts, incidents, and user requests; document investigation steps, evidence, root cause, and final resolution in the ticketing system.
• Escalate unresolved issues according to severity, established playbooks, and incident response procedures.
• Write and maintain security and support documentation (standard operating procedures, runbooks, and knowledge base articles) and publish to the help desk portal for employee use.
• Support identity and access management (account provisioning/deprovisioning, MFA enrollment, password resets, and least-privilege access).
• Perform periodic access reviews and assist with auditing user/group permissions and shared resource access.
• Assist with vulnerability management and patching by monitoring patch compliance, scheduling updates, and validating remediation on endpoints and applications.
• Monitor and triage security alerts and logs (e.g., SIEM/EDR/email security) and participate in alert tuning and false-positive reduction.
• Support security awareness efforts by assisting with phishing report intake, user guidance, and reinforcing secure computing practices.
• Assist with secure configuration baselines and device hardening (encryption, screen lock policies, local admin control) for workstations and mobile devices.
• Support data protection practices (secure file sharing guidance, removable media controls, and assisting with DLP-related user issues as applicable).
• Coordinate with IT infrastructure, security, and vendors on security projects, investigations, and remediation activities (including physical security/access badge support where applicable).
• Participates in identifying learning needs and development of client training programs on hardware and software platforms.
• Improves system performance by identifying problems and recommending changes.
• Updates job knowledge by participating in educational opportunities and maintaining personal networks.

Qualifications:

• Detail oriented with problem-solving and troubleshooting skill set
• Ability to diagnose and resolve basic to mid-level computer technical issues
• Should have good understanding of technology, including hardware, software and networking systems being supported.
• Excellent communication and interpersonal skills
• Maintain a customer-friendly attitude and have the ability to work in a team environment

Organizational Relationship:

This individual reports to the IT Manager - Infrastructure and Operations and works closely with a variety of departments throughout the company.

Travel & Location Requirements:

This position has minimal travel and is based in Grand Rapids, MI

What we offer:

• Team oriented environment
• Pet friendly office
• Awarded “National Best & Brightest Companies To Work For” 10 consecutive years running (2010 – 2020)
• Awarded “National Best & Brightest Elite Winner”
• 2010 – Elite Winner in Recognition & Retention
• 2016 – Elite Winner in Community Initiatives
• 2017 – Elite Winner in Recruitment, Selection & New Employee Orientation
• 2020 – Elite Winner in Communication & Shared Vision

This employer participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.