IT Support Technician - Tier II (Hybrid)

Exciting Opportunity Alert: ISI is seeking a dynamic IT Support Technician Tier II to join our cutting-edge IT Support team! As a Tier II Technician, you'll tackle complex issues that require deep expertise in systems and applications, providing advanced solutions and support. This critical role reports to the Senior IT Operations Manager and is responsible for ensuring seamless escalation and resolution of technical challenges from Tier I. If you're passionate about technology and ready to make a significant impact, we want to hear from you!Duties/ResponsibilitiesDiagnose and resolve customer reported system incidents, problems, and events in accordance to SLA GoalsDisplay proficiency working in Microsoft Entra ID environmentAdminister new user accounts and group accessDocument, track, and evaluate work completed on support request ticketsInstall and configure hardware, software, and peripheral equipment for system users in accordance with organizational standardsTroubleshoot system hardware and software issuesOnboard and Offboard new employeesMonitor and report client-level computer system performanceContribute to SOPs and KB Articles to assist with customer needsAssist with mentoring and coaching Tier I TechniciansTake directions and manage tasks assigned from Team LeadsAbility to manage multiple service requests at a timeCollaborate with internal teams and members to deliver solutions that exceed client expectationsAssist with technical issue/risk management processesFollow through on timelines and meet expectations for the support lifecycleTrain end users on support processes and proceduresUse judgment and discretion to recommend changes that result in increased efficiency in the migration processAssist in the production of client-facing documentationWork independently and as part of a team to deliver completed requests on time and under budgetContribute to client knowledge base and assist in creation of SOPsProvide guidance and coaching for all new technicians during the 90 Day onboarding periodMeet progress points outlined by Team Leads during 90 Day Onboarding ProcessCollab with team members to evaluate and make changes to support desk processes & procedures as neededAssist with asset inventory & stockTroubleshoot 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 OnlineWork 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 issuesFollow directives and meet deadlines outlined by direct supervisorQualificationsUS Citizenship Required4+ years troubleshooting and configuring hardware and software4+ years customer service experience3+ years experience working with Microsoft Entra IDITIL V4 certificationMicrosoft 365 Certified: M365 FundamentalsKnowledge of NIST 800-53, NIST 800-171, NIST 800-172 and CMMC Levels 1, 2, and 3Experience 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 ApplicationsExperience with Microsoft 365 Commercial, Microsoft 365 Government Cloud (GCC/GCC-High), Exchange 2007-2016, Exchange Online, One Drive for Business, Microsoft Teams, Microsoft IntuneExperience 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 ManagerExperience creating and managing SOPsExperience with Service Level AgreementsExhibit professionalism in the workplaceExcellent customer relationship skillsExcellent organizational skills, and attention to detailExcellent oral and written communication skillsAbility to work independently and as part of a teamExcellent critical thinking skills, logical problem-solving ability, and a willingness to learnExhibit attention to detail and ability to work effectively in situations involving uncertainty or lack of informationExperience working in a high-paced environmentExperience prioritizing tasks with minimal guidance to meet/exceed deadlinesA willingness to think outside of the box to provide innovative solutions for clientsExperience solving challenging technical business problemsPreferred QualificationsBS Degree in Computer Science, or equivalent work or military experienceCompTIA A+, CompTIA Sec+, Net+ Certifications (at least 1 required)Microsoft 365 Certified: Messaging Administrator Associate, Teams Administrator Associate, Security Administrator Associate, Teamwork Administrator Associate, Enterprise Administrator Expert, and Modern Desktop AdministratorWhat we offerThe salary range for this role is $60,000-$75,000Opportunity for Hybrid workA competitive salary and benefits packageA casual, friendly, and relaxed work environmentProfessional growth encouragement and supportIndustrial 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.