ISI is looking for a proactive and customer-focused Support Engineer II to join our IT team. This role is ideal for individuals eager to grow their skills in IT support, networking, and compliance while working in a dynamic, fast-paced environment. As a Support Engineer, you will play a critical role in delivering top-notch technical support, monitoring system health, and ensuring compliance with industry security standards such as CMMC and NIST 800-171.
Duties/Responsibilities:
- Provide first-line support for all support requests, including email troubleshooting, password resets, and mailbox management.
- Perform basic administrative tasks in Azure, Google Workspace, and ticketing systems.
- Troubleshoot Windows, Mac, and Linux operating systems
- Assist with resolving basic API integrations and connectivity issues.
- Assist with setting up and configuring desktops, laptops, monitors, and other peripherals.
- Perform end user management and account provisioning.
- Utilize Remote Monitoring and Management (RMM) tools to track alerts and provide remote desktop support.
- Diagnose and escalate network issues, including Wi-Fi and LAN connectivity.
- Conduct proactive system health checks to maintain operational efficiency.
- Handle Personally Identifiable Information (PII) with strict adherence to security protocols.
- Execute IT support tasks aligned with CMMC and NIST 800-171 compliance requirements.
- Maintain detailed and accurate documentation of support activities while ensuring data security.
- Work closely with team members to ensure efficient issue resolution.
- Follow and enhance standardized processes and checklists to improve service quality.
- Assist in developing and refining Standard Operating Procedures (SOPs) to enhance service delivery and compliance.
Schedules Available:Shift Schedule - Tier 2Employee AMonday - Friday11:00 PM - 7:00 AMEmployee BWednesday - Thursday11:00 PM - 7:00 AMSaturday - Sunday7:00 AM - 7:00 PMEmployee CMonday - Tuesday11:00 PM - 7:00 AMFriday11:00 PM - 7:00 AMSaturday - Sunday7:00 PM - 7:00 AMAll positions are scheduled for 40 hours per week.Qualifications:
This position requires applicants to have
current, interim eligibility or previous security clearance.
- Candidates must have held or currently hold a clearance, or have documented eligibility based on a favorable background investigation.
- Interim clearances will be accepted for consideration.
- All clearances are encouraged to apply.
- U.S. citizenship is required by federal regulation
Applicants without any of the above
will not be considered at this time due to contract requirements.
- 4 to 6 years working in an IT Support Focused role (minimum)
- CompTIA A+
- Microsoft Certified: Azure Fundamentals (AZ-900)
- Microsoft Certified: Microsoft 365 Fundamentals (MS-900)
- Strong foundational knowledge of Microsoft 365 (Commercial & GCC/GCC-High), Azure Active Directory, and Teams.
- Experience with Google Workspace, VPNs, DNS, and mobile device management.
- Understanding of cloud computing (SaaS, PaaS, IaaS, DaaS) concepts.
- Experience troubleshooting basic hardware & software issues
- Experience utilizing ticketing systems and remote management tools
- Strong communication, problem-solving, and time management abilities.
- Ability to work both independently and collaboratively in a fast-paced setting.
- Experience with Service Level Agreements (SLAs) and SOP creation.
- Detail-oriented with a proactive approach to troubleshooting and continuous improvement
What we offer:
- Competitive salary range: $85,000-$95,000
- Comprehensive benefits package, including generous PTO.
- Flexible hybrid work schedule.
- Opportunities for professional growth and training.
- A collaborative and innovative company culture that values teamwork and continuous improvement.
