Support Engineer I

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.
• Aid in setting up and configuring desktops, laptops, monitors, and other peripherals.
• Manage end-user accounts and perform account provisioning.
• Diagnose and escalate network issues, including Wi-Fi and LAN connectivity.
• Conduct proactive system health checks to maintain operational efficiency.
• Collaborate with team members to resolve issues efficiently.
• Follow and enhance standardized processes and checklists to improve service quality.

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.
• 2-4 years working in an IT Support Focused role (minimum).
• CompTIA A+, ITIL 4 Foundation, 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.
• Experience troubleshooting basic hardware & software issues.
• Utilize 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: $75,000-$82,000
• 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.

About the role

• ISI is looking for a proactive and customer-focused Support Engineer I 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.
• This role plays 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.