Support Engineer II - 2 Schedules Available!

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 with resolving basic API integrations and connectivity issues.
• Aid 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.
• Aid in developing and refining Standard Operating Procedures (SOPs) to enhance service delivery and compliance.

Qualifications

• Candidates must have held or currently hold a clearance, or have documented eligibility based on a favorable background investigation.
• All clearances are encouraged to apply.
• U.S. citizenship is required by federal regulation.
• 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.