Corporate Support Technician – Tier III (Hybrid) - ISI Enterprises

IsI is looking for an IT Support Technician Tier III to join our IT Support team. A Tier III Technician Support ISI Enterprises client base through onsite & remote technical support. This position reports to the IT Operations Manager.

Duties/Responsibilities:

• Act as main point of contact for all of ISI Enterprises’ Internal Technical Support
• Diagnose and resolve all incident requests and events in accordance to SLA Standards
• Document, track, and evaluate work completed on all support request tickets
• Manage internal network and troubleshoot all network connectivity issues
• Monitor system alerts, and provide necessary actions for remediation
• Manage maintain server room & building access control
• Maintain asset procurement, inventory, and storage space
• Follow standard operating procedures for Onboarding/Offboarding staff members
• Install and configure hardware, software, and peripheral equipment for system users in accordance with organizational standards
• Create & Update SOPs and Knowledge Base Articles
• Manage all software licensing
• Take directions and manage tasks assigned from Team Leads
• Ability to manage multiple service requests at a time
• Ability to support and converse with C-Suite Level Organization Members
• Collaborate with internal teams and staff members
• Assist with technical issue/risk management processes
• Follow through on timelines and meet expectations for the support lifecycle
• Train staff on support processes and procedures
• Use judgment and discretion to recommend changes that result in increased efficiency
• Work independently and as part of a team to deliver completed requests on time and under budget
• Contribute to internal knowledge base and assist in creation of SOPs
• Provide guidance and coaching for existing team members
• Meet progress points outlined by Support Manager
• Collab with team members to evaluate and make changes to support desk processes & procedures as needed
• Maintain accurate inventory records for all company equipment
• Manage Active Directory and ensure that employee information stays up to date
• Assist with the troubleshooting and administration 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.

Qualifications:

• US Citizenship Required
• 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 working with C-Suite Level Organization Members
• 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

• BS Degree in Computer Science or Information Technology (Preferred)
• 4+ years troubleshooting and configuring hardware and software (Required)
• 3+ years troubleshooting and configuring computer networks
• 4+ years customer service experience (Required)
• IAT Level 1 & 2 Certs (Preferred): ITIL v 4.0, CompTIA A+, CompTIA Sec+, CompTIA Net+, Cisco Certified Network Associate
• Microsoft Certifications (Preferred): 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.