IT Support Engineer Level 1

DESCRIPTION: The IT Support Engineer Level 1 is the first point of contact for end-user technical support and foundational systems management. You will be responsible for resolving hardware and software issues, managing access and credentials, and ensuring endpoints remain secure and fully patched. This role heavily emphasizes Just-in-Time (JIT) documentation and leverages a modern, cloud-first IT stack to automate and track IT operations., HELPDESK & END-USER SUPPORT:

• Serve as the primary responder for inbound technical support requests via the NinjaOne ticketing

system.

• Troubleshoot and resolve basic software, hardware, and connectivity issues for local and remote

employees.

• Assist end-users with secure credential sharing, password management, and self-service SOP

generation utilizing MyGlue.

• Support user onboarding and offboarding processes, including workstation provisioning and access

management.

ENDPOINT & RMM ADMINISTRATION

• Utilize NinjaOne (FedRAMP RMM) to monitor endpoint health, deploy software, and execute approved automation scripts.
• Assist in executing vulnerability management and patch management schedules across all managed devices. * Adhere to strict change management and control procedures before applying system modifications.

CLOUD & SYSTEMS ADMINSTRATION

• Perform basic administrative tasks within Microsoft365 and Azure (Entra ID), such as password resets, group membership updates, and license allocation.
• Support Windows Operating Systems environments, applying troubleshooting steps for OS-level errors, performance issues, and application crashes.

SECURITY & COMPLIANCE

• Monitor daily alerts from Todyl Security (SIEM, MXDR) and escalate critical threats or vulnerability scan findings to senior engineers.
• Assist in administering the Ninjio End User Cybersecurity Awareness Training platform, ensuring user participation and tracking compliance.
• Apply basic knowledge of firewall policies, data protection protocols, and network segmentation to maintain a secure environment.

DOCUMENTATION MANAGEMENT

• Adopt a Just-in-Time (JIT) documentation methodology, ensuring that knowledge base articles are created or updated at the exact moment a novel issue is resolved.
• Maintain highly accurate, standardized technical documentation, network maps, and secure password storage within the ITGlue Documentation Management System.

• High School diploma or equivalent required; Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field is preferred
• 1-2 years of experience in an IT Helpdesk, Technical Support, or equivalent customer-facing technical role.

TECHNICAL SKILLS:

Operating Systems: Solid understanding and hands-on troubleshooting experience with Windows

Operating Systems (Windows 10/11). Preferred: Basic knowledge of Linux operating systems.

• Networking: Foundational understanding of basic networking concepts, including TCP/IP, DNS, DHCP,

and basic firewall policy troubleshooting.

• IT Stack Familiarity: Hands-on experience with, or strong conceptual understanding of, the following

tools (or industry equivalents):

• Microsoft 365 & Azure

• RMM Platforms (NinjaOne preferred)

• Documentation & Vaulting tools (ITGlue, MyGlue)

• Security/SIEM Tools (Todyl Security, MXDR, Vulnerability Scanners)

• Phishing & Awareness Training platforms (Ninjio)

CERTIFICATION (Preferred)

• CompTIA A+ (Strongly preferred)
• Microsoft 365 Certified: Fundamentals (MS-900)
• Other relevant foundational IT or security certifications (e.g., CompTIA Network+, Security+, or Azure, * Exceptional customer service skills with the ability to translate technical concepts to non-technical

staff.

• Strong analytical and problem-solving mindset.
• Dedication to meticulous documentation and process adherence, particularly in a highly regulated

aerospace/defense environment.

• Ability to prioritize and manage multiple tickets efficiently without sacrificing quality of care