{"id":2212147,"url":"https://alion.io/job/osibeyond-level-2-engineer-human-support","title":"Level 2 Engineer (Human Support)","company":{"id":3875980,"name":"OSIbeyond","domain":"osibeyond.com","url":"https://alion.io/company/osibeyond","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"BambooHR","truth_index":null},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":55000,"max":72000,"currency":"USD","period":"year","gross":null,"usd_annual":72000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Claude","optional":false},{"name":"DNS","optional":false},{"name":"Least Privilege","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"SharePoint","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-09-24T00:00:00Z","employer_posted_date":"2026-09-24","last_verified_at":"2026-10-16T06:33:02Z","board_verified":true,"closed_at":null,"days_open":22,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":22},"description":"Since 2004, OSIbeyond has provided managed technology and cybersecurity services to commercial organizations, nonprofits, associations, and government contractors, guided by a founding principle that outstanding technical expertise must be matched by an exceptional client experience. That commitment is delivered today through OSIbeyond ONE, an integrated technology platform that unifies IT operations, cybersecurity, Microsoft 365, cloud services, automation, artificial intelligence, and expert support within a single, continuously managed operating environment. The platform is founded on a defined operating philosophy: Automation First. AI Enabled. People Powered.\nWithin OSIbeyond ONE, routine technology requests are increasingly fulfilled through intelligent monitoring, AI-assisted ticket processing, and automated service workflows, and OSIbeyond continuously invests in expanding these capabilities. The Level 2 (Human Support) Engineer represents the human expertise at the center of this model. The position provides oversight and authorization for automated helpdesk/user support workflows, delivers live technical support to end users when automation is not applicable, and performs system/network administration support across a diverse portfolio of client environments.\nThis position is intended for an accomplished technical professional who seeks to apply their expertise within a modern, automation-driven service delivery model. The successful candidate will demonstrate sound technical judgment, a commitment to accuracy and accountability, professionalism in client communication, and an interest in the continued advancement of AI and automation in managed technology services.\nAbout the Role:\nThe Level 2 (Human Support) Engineer is responsible for the delivery of high-quality technical support to OSIbeyond clients across two service domains: helpdesk/user support and system/network administration support.\nWithin helpdesk/user support, approximately 90% of requests are fulfilled through automated workflows. Certain requests received by phone are fulfilled by completing a request form that initiates the corresponding automation. For these requests, the Level 2 (Human Support) Engineer serves as the point of human validation, reviewing the request parameters identified by the AI-assisted ticketing process, confirming their accuracy, authorizing execution of the automated workflow, and verifying the outcome. Clients subject to regulatory compliance requirements are excluded from automated fulfillment; requests for these clients are completed manually. The remaining requests, approximately 10%, require direct engagement with the end user. For these, the Level 2 (Human Support) Engineer provides live telephone and remote support, taking ownership of the request from initial contact through resolution. Although live support represents roughly 10% of helpdesk request volume, it accounts for approximately 80% of the Level 2 (Human Support) Engineer's workday.\nWithin system/network administration support, the Level 2 (Human Support) Engineer resolves administrative requests and escalations involving identity, Microsoft 365, server, and network environments, operating within established procedures and escalating to senior engineering staff where appropriate. These advanced tasks will be completed through the use of various tools and Standard Operating Procedure documents.\nAs OSIbeyond continues to engineer additional automation and AI capabilities into the OSIbeyond ONE platform, the scope of helpdesk/user support work fulfilled through automation is expected to expand. The Level 2 (Human Support) Engineer contributes to this progression by identifying recurring manual work suitable for automation, coordinating with automation engineers, and validating new workflows prior to and following release.\nPerformance in this role is measured by client satisfaction, adherence to service level agreements, the accuracy and timeliness of automated workflow execution, first-contact resolution of live support requests, and the quality and completeness of documentation.\nESSENTIAL DUTIES:\nHelpdesk/User Support - Automated Workflow Oversight for Non-Regulated Clients (approximately 90% of helpdesk requests)\nReview request parameters identified by AI-assisted ticket processing, or complete the associated request form, and confirm accuracy prior to execution\nAuthorize and initiate approved automation workflows and verify successful completion\nIdentify and correct inaccurate or incomplete request data before changes are applied to client environments\nRequest categories fulfilled through automation include:License assignment\nBitLocker recovery key retrieval\nLocal Administrator Password Solution (LAPS) credential retrieval\nMulti-factor authentication reset\nMicrosoft 365 password reset\nShared mailbox permission management\nDistribution list creation, modification, and removal\nAutomatic reply (Out of Office) configuration\nCalendar permission management\nUser onboarding and offboarding\nWorkstation setup\n\nPerform these tasks manually only by exception, and report request types that recur outside the scope of existing automation\nIdentify recurring manual tasks and submit them to the Automation Engineer for automation evaluation\nParticipate in the testing and validation of new automation and AI workflows prior to release to the support team\nHelpdesk/User Support - Live Technical Support (approximately 10% of helpdesk requests)\nRespond to inbound support calls from client personnel and serve as the primary point of contact for requests not addressed through automation\nComplete remote sessions automatically scheduled to their calendar by the scheduling automation tool when a client submits a request requiring a remote session\nDeliver remote support using approved tools, including RMM-based and ad hoc remote sessions, and provide guided assistance where remote access is unavailable\nInstall non-standard software not deployed through the standard Autopilot configuration\nDiagnose and resolve application and workstation issues, including Microsoft 365 desktop applications\nProvide end-user guidance and instruction on Microsoft 365 and standard business applications\nPerform initial network connectivity troubleshooting, including workstation connectivity, wireless, VPN, and home internet service issues\nUse Claude AI to search the internal document management system (DMS) and external resources when diagnosing issues and locating standard operating procedures\nIdentify requests requiring escalation and route them in accordance with established procedures\nSystem/Network Administration Support\nResolve system/network administration requests and escalations across client environments\nAdminister Microsoft 365, Microsoft Entra ID, and Active Directory within the defined scope of the role\nProvision accounts for executive personnel, special circumstances outside the scope of standard onboarding automation, and clients subject to regulatory compliance requirements\nAdminister SharePoint Online permissions, and create standard SharePoint sites, with appropriate oversight\nExecute migration tasks in accordance with documented procedures provided by senior engineering staff\nTroubleshoot server connectivity, including Remote Desktop access, approved vendor remote sessions, and reported outage review\nPerform large-scale and executive workstation deployments, and provide hardware support for workstations, servers, and network equipment\nMaintain client inventory records and approved client standard operating procedures\nSupport on-site client dispatch\nExecute documented security incident response procedures\nGeneral Responsibilities\nComplete assigned tickets and remote sessions in accordance with standard operating procedures and applicable service level agreements\nMaintain accurate, complete documentation and ticket records for all work performed\nMaintain an orderly, prioritized ticket queue and notify the VP of Technical Services when workload exceeds capacity\nCoordinate remote session scheduling through the ticketing system and arrange carrier pickup of client workstations as required\nTravel to client sites to provide on-site support as required\nParticipate in the on-call rotation and technical training\nSUCCESS METRICS:\nClient satisfaction across automated and live support interactions\nKey Performance Indicator adherence and ticket quality\nAccuracy of automated workflow execution\nCall responsiveness and first-contact resolution rate for live support requests\nAverage resolution time for helpdesk/user support and system/network administration requests\nUtilization of internal tools to locate proper SOPs and documentation independently\nDocumentation completeness and quality\nRecurring manual tasks identified and submitted for automation evaluation\nSECURITY RESPONSIBILITIES:\nComplete required training and maintain awareness of cybersecurity risks including insider threats and handling of regulated data.\nTreat company and client data as confidential and follow all applicable security and information protection policies.\nFollow cybersecurity procedures outlined in company policies and the employee handbook.\nImmediately report and follow incident response procedures for any suspected security incidents.\nThis position follows established policies and procedures to keep confidential information secure.\nQUALIFICATIONS:\nSystem/Network Administration Skills\nMicrosoft 365 administration (Exchange Online, Entra ID, SharePoint Online)\nActive Directory and identity management\nDFS and SharePoint Online permission management\nNetworking fundamentals (VPN, DNS, connectivity)\nRemote Desktop and server connectivity troubleshooting\nHardware support for workstations, servers, and network equipment\nHelpdesk/User Support Skills\nProfessional telephone and written communication with users of varying technical proficiency\nMicrosoft 365 desktop application troubleshooting\nWindows endpoint troubleshooting and software installation\nRemote support tools, including RMM-based and ad hoc remote sessions\nWorkstation provisioning and deployment (Autopilot)\nAutomation & Operational Skills\nAbility to execute, verify, and interpret the output of scripted and automated workflows\nSound judgment in identifying inaccurate AI-generated data and requests requiring manual handling\nProficiency with professional services automation (PSA) and RMM platforms\nAdherence to documentation standards and standard operating procedures\nUnderstanding of least privilege and access control principles\nIncident response awareness\nRequired Qualifications\nA minimum of two years of hands-on technical support experience, including system/network administration responsibilities, preferably in a managed services or multi-client environment\nAbility to manage multiple priorities in a fast-paced environment\nStrong attention to detail in documentation and audit readiness\nPreferred Qualifications\nDemonstrated interest in the application of AI and automation to technology service delivery\nKNOWLEDGE & CERTIFICATIONS:\nTooling Environment\nMicrosoft 365\nNinjaRMM\nAutotask PSA\nAI-assisted ticket processing and automation frameworks\nProficiency with Claude and other AI applications\nRequired Certifications\nCompTIA A+\nCompTIA Network+\nCompTIA Security+\nPreferred Certifications\nMicrosoft Endpoint Administrator (MD-102)\nMicrosoft 365 / Entra ID certifications\nPosition:\nLocation - Onsite in Rockville, MD\nEmployment Type - Full time \nCompensation - $55,000-$72,000 DOE\nBenefits:\nMedical Insurance - OSIbeyond pays 75% of the premium for the Employee's base medical plan\nVision and Dental Insurance - OSIbeyond pays 75% of the premium for the Employee's plans\nLife Insurance - OSIbeyond pays 100% of the premium for the Employee's plans\nShort Term Disability Insurance - OSIbeyond pays 100% of the premium for the Employee's plans\n401K - OSIbeyond matches up to 4%\nPTO/Holidays - 9 paid Holidays and accrual based PTO which increases with te...","description_format":"text","description_chars":12039,"description_truncated":true,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan","Dental insurance","Health insurance","Life insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Information 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