IT Support Engineer Level 1

About the role

The IT Support Engineer Level 1 is the first point of contact for end-user technical support and foundational systems management. You will be responsible for resolving hardware and software issues, managing access and credentials, and ensuring endpoints remain secure and fully patched.

Responsibilities

• Serve as the primary responder for inbound technical support requests via the NinjaOne ticketing system.
• Troubleshoot and resolve basic software, hardware, and connectivity issues for local and remote employees.
• Aid end-users with secure credential sharing, password management, and self-service SOP generation utilizing MyGlue.
• Support user onboarding and offboarding processes, including workstation provisioning and access management.
• Utilize NinjaOne (FedRAMP RMM) to monitor endpoint health, deploy software, and execute approved automation scripts.
• Assist in executing vulnerability management and patch management schedules across all managed devices.
• Adhere to strict change management and control procedures before applying system modifications.
• Perform basic administrative tasks within Microsoft365 and Azure (Entra ID), such as password resets, group membership updates, and license allocation.
• Support Windows Operating Systems environments, applying troubleshooting steps for OS-level errors, performance issues, and application crashes.
• Monitor daily alerts from Todyl Security (SIEM, MXDR) and escalate critical threats or vulnerability scan findings to senior engineers.
• Affiliate with administering the Ninjio End User Cybersecurity Awareness Training platform, ensuring user participation and tracking compliance.
• Apply basic knowledge of firewall policies, data protection protocols, and network segmentation to maintain a secure environment.
• Adopt a Just-in-Time (JIT) documentation methodology, ensuring that knowledge base articles are created or updated at the exact moment a novel issue is resolved.

Requirements

• High School diploma or equivalent required; Associates or Bachelors degree in Information Technology, Computer Science, or a related field is preferred
• 1-2 years of experience in an IT Helpdesk, Technical Support, or equivalent customer-facing technical role.
• Technical Skills: Solid understanding and hands-on troubleshooting experience with Windows Operating Systems (Windows 10/11). Basic knowledge of Linux operating systems is preferred.
• Networking: Foundational understanding of basic networking concepts, including TCP/IP, DNS, DHCP, and basic firewall policy troubleshooting.
• IT Stack Familiarity: Hands-on experience with, or strong conceptual understanding of, the following Tools (or Industry Equivalents): Microsoft 365 & Azure RMM Platforms (NinjaOne preferred), Documentation & Vaulting tools (ITGlue, MyGlue), Security/SIEM Tools (Todyl Security, MXDR, Vulnerability Scanners), Phishing & Awareness Training platforms (Ninjio).
• Certification (Preferred): CompTIA A+ (Strongly preferred); Microsoft 365 Certified: Fundamentals (MS-900); Other relevant foundational IT or security certifications (e.g., CompTIA Network+, Security+, or Azure Fundamentals) are a plus.

Qualifications & Requirements

• Exceptional customer service skills with the ability to translate technical concepts to non-technical staff.
• Strong analytical and problem-solving mindset.
• Dedication to meticulous documentation and process adherence, particularly in a highly regulated aerospace/defense environment.
• Ability to prioritize and manage multiple tickets efficiently without sacrificing quality of care.