Hybrid IT Support Engineer I — Proactive, First-Owner

SSA Marine, Inc; Seattle (WA); Hybrid; USD 75,000 - 90,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Paid time off and company holidays

401k plan

Bonuses discretionary and/or metric‑dr

Job summary

SSA Marine, Inc. in Seattle is seeking an IT Support Engineer I for a hybrid role combining work from home and in-person support. You will advocate for the employee tech experience, resolve issues across Windows and M365, and drive automation via knowledge management and processes.

You will monitor, coach, and improve support quality, contributing to CSI initiatives and reducing repeat escalations in a unified POD delivery model.

Qualifications

• Associate degree in IT, CS, Business, or related field or equivalent experience.
• 3+ years in IT support, desktop support, or service desk operations.
• Experience with Windows, Microsoft 365, and endpoint hardware.
• Experience using ITSM platforms such as ServiceNow.
• Experience with endpoint management tools and automation.
• Strong troubleshooting and the ability to independently resolve moderately complex issues.
• Excellent customer service and communication skills.

Responsibilities

• Deliver high-quality technical support across all channels, including in-person, phone, chat, and remote engagement.
• Own technology issues from intake through Level 2 resolution, with accountability across tiers.
• Support incidents, hardware, software, access management, and workplace services.
• Use diagnostic practices to resolve issues beyond scripted intake and basic triage.
• Focus on a positive employee experience through clear communication and ownership.
• Reduce escalations by expanding capabilities to resolve a broader range of issues.

Skills

Customer service

Communication

Troubleshooting

Analytical skills

Independent ownership

Technical support

Education

Associate degree or equivalent in IT/CS/Business

Bachelor’s degree (preferred)

Tools

ServiceNow

Nexthink

Endpoint management tools

Automation platforms

Scripting / workflow automation

Job description

SSA Marine, Inc. in Seattle is seeking an IT Support Engineer I for a hybrid role combining work from home and in-person support. You will advocate for the employee tech experience, resolve issues across Windows and M365, and drive automation via knowledge management and processes.

You will monitor, coach, and improve support quality, contributing to CSI initiatives and reducing repeat escalations in a unified POD delivery model.