Support Engineer II

ISI is seeking a skilled and service-oriented Tier 2 Support Engineer to join our growing IT team.

This role is ideal for professionals with solid hands-on experience in endpoint management, troubleshooting complex systems issues, and working in environments governed by compliance frameworks such as CMMC and NIST 800-171.   As a Tier 2 Support Engineer, you will play a key role in resolving escalated support tickets, maintaining infrastructure stability, while ensuring operational excellence and client satisfaction.  Duties / Responsibilities :

• Handle escalated support tickets requiring advanced troubleshooting across endpoints, networking, and system configurations  Support Microsoft 365 (Commercial & GCC / GCC High), Azure AD, Addigy,  Mac, DNS, and conditional access policy troubleshooting  Mac and Google Workspace experience a must  Monitor and Manage endpoint configuration, monitoring, and support via RMM and MDM tools (e.g., Intune, JAMF, Defender)  Assist with VPN setup, certificate deployment, SSO / MFA enforcement, and security incident triage  Troubleshoot and resolve desktop virtualization, Group Policy, and identity-related issues  Collaborate with Tier 1, Tier 3, and Cybersecurity teams on escalations and root cause analysis  Proactively monitor system health, review alerts, and implement preemptive fixes  Contribute to ticket hygiene through accurate documentation, time tracking, and resolution notes  Update and refine SOPs and technical documentation based on resolved issues and best practices  Participate in user onboarding / offboarding tasks, group and permission changes, and access reviews  Support audit readiness efforts aligned with CMMC / NIST 800-171 compliance standards  Serve as a technical escalation point during support operations and participate in after-hours on-call rotation if needed  Qualifications  This position requires applicants to have current, interim eligibility or previous security clearance .
• Candidates must have held or currently hold a clearance or have documented eligibility based on a favorable background investigation.
• Interim clearances will be accepted for consideration.

All clearances are encouraged to apply.

Applicants without any of the above  will not be considered at this time due to contract requirements. 4-6 years of experience in IT support or system / network administration roles  Strong working knowledge of Microsoft 365, Azure AD, Intune, Endpoint Manager, DNS, and Windows / Mac / Linux environments  Experience managing tickets and documentation within ticketing platforms (e.g., HaloPSA, ServiceNow)  Proficient with remote support, endpoint diagnostics, and infrastructure alert response  Familiar with scripting basics (PowerShell, Bash) for diagnostics and automation tasks  Excellent communication, organizational, and problem-solving skills  Preferred Qualification Microsoft Certified :

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.