Support Engineer

Herndon, VA
Full Time
Mid Level
IsI is seeking a motivated and customer service focused Support Engineer to join our IT support team. This position is ideal for individuals passionate about technology and eager to develop their technical, networking, and compliance knowledge. The role centers around providing basic user support, system monitoring, and troubleshooting while maintaining a strong foundation in security, personal identifiable information (PII) handling, and compliance standards. 


Duties/Responsibilities:
 

  • Microsoft Office 365: Provide Basic user support for email, password resets, and mailbox management.  

  • Microsoft Azure: Perform basic user management and portal navigation.  

  • Google Workspace: Handle basic email and file-sharing issues.  

  • PSA: Log tickets, track support issues, and perform basic updates.  

  • RMM: Monitor basic system alerts and perform remote desktop support.  

  • Hardware & OS Support: Provide basic troubleshooting for Windows and macOS systems.  

  • API Management: Understand the basics of API integrations for common troubleshooting.  

  • Networking Acumen: Identify and troubleshoot basic network connectivity issues (Wi-Fi, LAN), and escalate when necessary.  

  • PII Handling: Follow protocols to ensure PII is not exposed during troubleshooting or documentation.  

  • CMMC & NIST 800-171 Acumen: Awareness of CMMC and NIST 800-171 requirements, ensuring basic compliance in all support activities and documentation practices.  

  • Process Adherence: Follow established processes, procedures, and checklists to ensure consistency in support tasks, including proper documentation of all steps.  

  • Management and Leadership Skillsets  

  • Customer Service Orientation: Develop strong communication skills to interact with clients effectively and build a customer-focused mindset.  

  • Problem-Solving Skills: Learn basic troubleshooting techniques and develop problem-solving skills for common technical issues.  

  • Team Collaboration: Work closely with other team members and learn to collaborate effectively on tasks and escalations.  

  • Time Management: Develop the ability to prioritize tasks, manage time efficiently, and ensure timely response to client issues.  

  • PII Acumen 

  • PII Awareness: Understand what constitutes PII and ensure that it is protected during support tasks.  

  • Data Protection: Adhere to data protection protocols, avoiding unnecessary exposure of sensitive information.  

  • Networking Acumen  

  • Basic Troubleshooting: Diagnose simple network issues like Wi-Fi connectivity problems and basic LAN issues.  

  • Escalation: Recognize when to escalate network-related problems for further analysis by Tier 2.  

  • CMMC & NIST 800-171 Acumen 

  • Compliance Awareness: Be aware of the fundamental requirements of CMMC and NIST 800-171 to ensure that support tasks do not violate compliance standards.  

  • Basic Documentation: Document all support tasks with an understanding that data related to sensitive information must adhere to CMMC and NIST 800-171 guidelines.  

  • Process Adherence 

  • Process Familiarity: Learn and follow established processes, checklists, and procedures for day-to-day tasks.  

  • Checklist Usage: Use checklists to ensure that all steps in troubleshooting, support, and documentation are followed consistently.  

  • Auditing: Participate in basic self-checks to ensure adherence to procedures.  


Qualifications:

  • US Citizenship Required 

  • Basic knowledge of NIST 800-53, NIST 800-171, NIST 800-172 and CMMC Levels 1, 2, and 3 

  • Foundational knowledge of 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) 

  • Foundational knowledge and use of Microsoft 365 Applications 

  • Foundational knowledge of Microsoft 365 Commercial, Microsoft 365 Government Cloud (GCC/GCC-High), Exchange 2007-2016, Exchange Online, One Drive for Business, Microsoft Teams, Microsoft Intune 

  • Foundational knowledge of 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 

  • Strong understanding of Service Level Agreements 

  • Exhibit a strong level of 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 

  • Demonstrate critical thinking, logical problem-solving ability, and a willingness to learn 

  • Highly detail-oriented with proven ability to deal with ambiguity and work effectively in situations involving uncertainty or lack of information 

  • Experience working in a high-paced environment 

  • Manage being able to prioritize with minimal guidance to meet/exceed deadlines 

  • A strong willingness to think outside of the box to provide innovative solutions for clients 

  • Ability to solve challenging technical business problems 

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. 

    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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