Support Engineer II

Herndon, VA
Full Time
Mid Level

IsI is seeking a skilled and service-oriented Tier 2 Support Engineer to join our growing IT Team. This role is ideal for professionals with solid hands-on experience in endpoint management, troubleshooting complex systems issues, and working in environments governed by compliance framework suck as CMMC and NIST 800-171.As a Tier 2 Support Engineer, you will play a key role in resolving escalated support tickets, maintaining infrastructure stability, while ensuring operational excellence and client satisfaction. 
  •  Handle escalated support tickets requiring advanced troubleshooting across endpoints, networking, and system configurations 
  • Support Microsoft 365 (Commercial & GCC/GCC High), Azure AD, Addigy,  Mac, DNS, and conditional access policy troubleshooting 
  • Mac and Google Workspace experience a must 
  • Monitor and Manage endpoint configuration, monitoring, and support via RMM and MDM tools (e.g., Intune, JAMF, Defender) 
  • Assist with VPN setup, certificate deployment, SSO/MFA enforcement, and security incident triage 
  • Troubleshoot and resolve desktop virtualization, Group Policy, and identity-related issues 
  • Collaborate with Tier 1, Tier 3, and Cybersecurity teams on escalations and root cause analysis 
  • Proactively monitor system health, review alerts, and implement preemptive fixes 
  • Contribute to ticket hygiene through accurate documentation, time tracking, and resolution notes 
  • Update and refine SOPs and technical documentation based on resolved issues and best practices 
  • Participate in user onboarding/offboarding tasks, group and permission changes, and access reviews 
  • Support audit readiness efforts aligned with CMMC/NIST 800-171 compliance standards 
  • Serve as a technical escalation point during support operations and participate in after-hours on-call rotation if needed  

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

  • 4-6 years of experience in IT support or system/network administration roles 

  • Strong working knowledge of Microsoft 365, Azure AD, Intune, Endpoint Manager, DNS, and Windows/Mac/Linux environments 

  • Experience managing tickets and documentation within ticketing platforms (e.g., HaloPSA, ServiceNow) 

  • Proficient with remote support, endpoint diagnostics, and infrastructure alert response 

  • Familiar with scripting basics (PowerShell, Bash) for diagnostics and automation tasks 

  • Excellent communication, organizational, and problem-solving skills 

Preferred Qualifications

  • Microsoft Certified: Azure Administrator Associate (AZ-104) preferred 

  • Microsoft Certified: Security, Compliance, and Identity Fundamentals (SC-900) 

  • Microsoft 365 Certified: Modern Desktop Administrator (MD-102) or equivalent experience 

  • CompTIA Security+ or Network+ preferred 

  • Experience supporting systems in compliance-heavy environments (CMMC, DFARS, NIST) 

What We Offer: 

  • Competitive salary range: $85,000 - $100,000 

  • Comprehensive benefits package, including generous PTO 

  • Flexible hybrid work schedule 

  • Opportunities for career development and technical training 

  • A collaborative culture focused on mission, innovation, and service excellence 

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. Advancement opportunities are available to 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. Placement fees will not be paid unless IsI has an active agreement in place and the submission is made through the approved channels. 

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