IsI Enterprises, LLC is Hiring an IT Support Technician Tier II Near Herndon, VA
IsI is looking for an IT Support Technician Tier II to join our IT Support team. A Tier II Technician is responsible for resolving complex issues requiring detailed systems and applications knowledge that have been escalated from Tier I. This position reports to the IT Operations Manager. Duties/Responsibilities:
Diagnose and resolve customer reported system incidents, problems, and events in accordance to SLA Goals
Document, track, and evaluate work completed on support request tickets
Install and configure hardware, software, and peripheral equipment for system users in accordance with organizational standards
Accept Ticket Escalations from Tier I technicians
Troubleshoot system hardware and software issues
Onboarding new employees
Monitor and report client-level computer system performance
Create SOP’s and KB Articles to assist with customer needs
Assist with onboarding & continuing education of all new technicians, and coach them on company processes and procedures
Take directions and manage tasks assigned from Team Leads
Ability to manage multiple service requests at a time
Collaborate with internal teams and members to deliver solutions that exceed client expectations
Assist with technical issue/risk management processes
Follow through on timelines and meet expectations for the support lifecycle
Train clients on support processes and procedures
Use judgment and discretion to recommend changes that result in increased efficiency in the migration process
Assist in the production of client-facing documentation
Work independently and as part of a team to deliver completed requests on time and under budget
Contribute to client knowledge base and assist in creation of SOPs
Provide guidance and coaching for all new technicians during the 90 Day onboarding period
Meet progress points outlined by Team Leads during 90 Onboarding Process
Collab with team members to evaluate and make changes to support desk processes & procedures as needed
Assist with asset inventory & stock
Troubleshoot Microsoft 365 Platform Services across all organizational levels
Troubleshoot implementations and supporting Microsoft 365 Groups
Analyze, and deliver operations solutions on the Microsoft 365 platform components
Assist with the troubleshooting of Microsoft 365 Groups, Teams, OneDrive for Business, Exchange Online, SharePoint Online
Work to become a Subject Matter Expert on Microsoft 365 capabilities and dependencies
Willingness to participate in after-hours (evenings and weekends) planned maintenance operations and troubleshooting of critical issues
Qualifications:
US Citizenship Required
3 years troubleshooting and configuring hardware and software
3 years customer service experience
Knowledge of NIST 800-53, NIST 800-171, NIST 800-172 and CMMC Levels 1, 2, and 3
Experience with 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)
Experience with Microsoft 365 Applications
Experience with Microsoft 365 Commercial, Microsoft 365 Government Cloud (GCC/GCC-High), Exchange 2007-2016, Exchange Online, One Drive for Business, Microsoft Teams, Microsoft Intune
Experience with 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
Experience with Service Level Agreements
Exhibit 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
Excellent critical thinking skills, logical problem-solving ability, and a willingness to learn
Exhibit attention to detail and ability to work effectively in situations involving uncertainty or lack of information
Experience working in a high-paced environment
Experience prioritizing tasks with minimal guidance to meet/exceed deadlines
A willingness to think outside of the box to provide innovative solutions for clients
Experience solving challenging technical business problems
Preferred Qualifications:
BS Degree in Computer Science, or equivalent work or military experience
ITIL v 4.0, CompTIA A , CompTIA Sec , Net Certifications
Microsoft 365 Certified: M365 Fundamentals, Messaging Administrator Associate, Teams Administrator Associate, Security Administrator Associate, Teamwork Administrator Associate, Enterprise Administrator Expert, and Modern Desktop Administrator
What we offer:
The salary range for this role is $60,000-$75,000
Opportunity for Hybrid work
A competitive salary and benefits package
A casual, friendly, and relaxed work environment
Professional growth encouragement and support
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. Powered by JazzHR HOFyR8IGTg