Support Engineer II

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.

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.

Industrial Security Integrators, LLC (“IsI”) is an equal opportunity employer committed to affirmative action and diversity in the workplace. It is the policy of IsI to provide Equal Employment Opportunities (EEO) to Employees and Applicants, without regard to race, color, religion, sex, age, marital status, citizenship status, national origin, sexual orientation, gender identity, veteran status or disability or any other factor protected by law and to provide advancement opportunities for minorities, women, disabled individuals, and veterans. IsI is stronger and more effective when our workforce includes highly qualified individuals with diverse backgrounds, cultures, and traditions.