IT Support Technician Tier II

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