IT Support Technician - Tier II (Hybrid)

Exciting Opportunity Alert: ISI is seeking a dynamic IT Support Technician Tier II to join our cutting-edge IT Support team! As a Tier II Technician, you'll tackle complex issues that require deep expertise in systems and applications, providing advanced solutions and support. This critical role reports to the Senior IT Operations Manager and is responsible for ensuring seamless escalation and resolution of technical challenges from Tier I. If you're passionate about technology and ready to make a significant impact, we want to hear from you!

Duties/Responsibilities

• Diagnose and resolve customer reported system incidents, problems, and events in accordance to SLA Goals
• Display proficiency working in Microsoft Entra ID environment
• Administer new user accounts and group access
• Document, track, and evaluate work completed on support request tickets
• Install and configure hardware, software, and peripheral equipment for system users in accordance with organizational standards
• Troubleshoot system hardware and software issues
• Onboard and Offboard new employees
• Monitor and report client-level computer system performance
• Contribute to SOPs and KB Articles to assist with customer needs
• Assist with mentoring and coaching Tier I Technicians
• Take directions and manage tasks assigned from Team Leads
• Ability to manage multiple service requests at a time
• Collaborate with internal teams and members to deliver solutions that exceed client expectations
• Assist with technical issue/risk management processes
• Follow through on timelines and meet expectations for the support lifecycle
• Train end users on support processes and procedures
• Use judgment and discretion to recommend changes that result in increased efficiency in the migration process
• Assist in the production of client-facing documentation
• Work independently and as part of a team to deliver completed requests on time and under budget
• Contribute to client knowledge base and assist in creation of SOPs
• Provide guidance and coaching for all new technicians during the 90 Day onboarding period
• Meet progress points outlined by Team Leads during 90 Day Onboarding Process
• Collab with team members to evaluate and make changes to support desk processes & procedures as needed
• Assist with asset inventory & stock
• Troubleshoot Microsoft 365 Platform Services across all organizational levels
• Troubleshoot implementations and supporting Microsoft 365 Groups
• Analyze, and deliver operations solutions on the Microsoft 365 platform components
• Assist with the troubleshooting of Microsoft 365 Groups, Teams, OneDrive for Business, Exchange Online, SharePoint Online
• Work to become a Subject Matter Expert on Microsoft 365 capabilities and dependencies
• Willingness to participate in after-hours (evenings and weekends) planned maintenance operations and troubleshooting of critical issues
• Follow directives and meet deadlines outlined by direct supervisor
  
  

Qualifications

• US Citizenship Required
• 4+ years troubleshooting and configuring hardware and software
• 4+ years customer service experience
• 3+ years experience working with Microsoft Entra ID
• ITIL V4 certification
• Microsoft 365 Certified: M365 Fundamentals
• Knowledge of NIST 800-53, NIST 800-171, NIST 800-172 and CMMC Levels 1, 2, and 3
• Experience with infrastructure technology including public and private cloud concepts such as Software as a Service (SaaS), Platform as a Service (PaaS), Desktop as a Service (DaaS), and Infrastructure as a Service (IaaS)
• Experience with Microsoft 365 Applications
• Experience with Microsoft 365 Commercial, Microsoft 365 Government Cloud (GCC/GCC-High), Exchange 2007-2016, Exchange Online, One Drive for Business, Microsoft Teams, Microsoft Intune
• Experience with MS Azure Active Directory, Office 365 Suite Admin, Multifactor Authentication, Google G-Suite, Windows Server, DNS, VPN Connections, Ticketing Systems, Antivirus Software, Advanced Threat Management Tools, Privileged Access Management, Mobile Device Management, Apple Business Manager
• Experience creating and managing SOPs
• Experience with Service Level Agreements
• Exhibit professionalism in the workplace
• Excellent customer relationship skills
• Excellent organizational skills, and attention to detail
• Excellent oral and written communication skills
• Ability to work independently and as part of a team
• Excellent critical thinking skills, logical problem-solving ability, and a willingness to learn
• Exhibit attention to detail and ability to work effectively in situations involving uncertainty or lack of information
• Experience working in a high-paced environment
• Experience prioritizing tasks with minimal guidance to meet/exceed deadlines
• A willingness to think outside of the box to provide innovative solutions for clients
• Experience solving challenging technical business problems
  
  

Preferred Qualifications

• BS Degree in Computer Science, or equivalent work or military experience
• CompTIA A+, CompTIA Sec+, Net+ Certifications (at least 1 required)
• Microsoft 365 Certified: Messaging Administrator Associate, Teams Administrator Associate, Security Administrator Associate, Teamwork Administrator Associate, Enterprise Administrator Expert, and Modern Desktop Administrator
  
  

What we offer

• The salary range for this role is $60,000-$75,000
• Opportunity for Hybrid work
• A competitive salary and benefits package
• A casual, friendly, and relaxed work environment
• Professional growth encouragement and support
  
  

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.

IsI Enterprises does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job postings or otherwise. Placement fees will not be paid to any recruiter unless IsI has an active agreement in place with the recruiter and such a request has been made by the IsI hiring team and such candidate was submitted to the IsI hiring team via our Applicant Tracking System. Any unsolicited resumes or other data submitted to IsI in violation of this policy may be used by IsI without obligation to pay any fees of any kind to the recruiter.

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