IT Support Engineer I: Proactive, First-Contact Support

SSA Marine; Seattle (WA); On-site; USD 75,000 - 90,000; Full time

Job summary

SSA Marine seeks an IT Support Engineer I to centralize and elevate employee technology support in Seattle. You will own issues from intake to Level 2 resolution, addressing hardware, software, access, and collaboration tools with a focus on reducing escalations and improving productivity.

Responsibilities include proactive maintenance, automation initiatives, and documenting processes. Strong communication, troubleshooting, and customer service are essential for success in this role.

Qualifications

• Associate degree in Information Technology, Computer Science, Business, or related field; or equivalent professional experience.
• 3+ years of experience in IT support, desktop support, service desk operations, end-user computing, or technical support.
• Experience supporting Windows, Microsoft 365, and endpoint hardware.
• Experience using ITSM platforms such as ServiceNow.
• Experience with endpoint management tools, automation platforms, scripting, or workflow automation.
• Strong troubleshooting and analytical skills, with demonstrated ability to independently resolve moderately complex employee technology issues.
• Excellent customer service, communication, and relationship-building abilities.

Responsibilities

• Deliver high-quality technical support across all support channels including in-person, phone, chat, self-service, email, and remote engagement.
• Serve as the continuous owner of technology issues from initial intake through Level 2 technical resolution, maintaining accountability across both tiers.
• Support incidents, requests, hardware, software, access management, collaboration technologies, endpoint technologies, and workplace services.
• Utilize strong diagnostic and troubleshooting practices to resolve issues accurately and efficiently, expanding resolution capability beyond scripted intake and basic triage.
• Ensure positive employee experiences by emphasizing communication, ownership, responsiveness, and follow-through.
• Reduce unnecessary escalations by developing the skills, knowledge, and judgment required to resolve a broader range of employee technology issues within the unified support layer.
• Monitor DEX signals, operational telemetry, service trends, and employee feedback to identify emerging technology friction.
• Identify and address recurring issues through proactive maintenance, remediation, service improvements, automation, standardization, and employee education.
• Partner with engineering and infrastructure teams to address root causes impacting employee productivity.
• Use escalation patterns and repeat contacts to improve knowledge, expand team capabilities, and increase the range of issues resolved within the IT Support Engineer role.
• Create, maintain, and improve knowledge base articles, troubleshooting guides, and technical documentation, contributing to knowledge maturity and reducing reliance on tribal knowledge.
• Identify repeatable activities suitable for automation, and leverage AI-enabled tools, self-service, Virtual Agent, and standardized processes to improve consistency and efficiency.
• Convert commonly escalated issues into reusable knowledge, guided troubleshooting steps, and automation candidates that improve first-owner resolution across the team.
• Adhere to Incident, Request, Problem, Change, Asset, Knowledge, and Continual Improvement management practices, maintaining service quality and process compliance through operational reviews and improvement initiatives.
• Contribute to SLA, XLA, customer satisfaction, and first-contact resolution targets, supporting the shift from tier-based expectations to outcome-based measures that reward ownership, resolution depth, knowledge reuse, and fewer handoffs.
• Support organizational readiness during technology deployments, upgrades, and business initiatives.
• Resolve issues quickly and completely on first contact, minimize escalations, reassignments, and repeat incidents.

Skills

Troubleshooting

Customer service

Communication

Analytical thinking

Relationship-building

Education

Associate degree in Information Technology, Computer Science, or related field

Bachelor’s degree (preferred) in IT/CS/related field

Tools

ServiceNow

Nexthink

Job description

SSA Marine seeks an IT Support Engineer I to centralize and elevate employee technology support in Seattle. You will own issues from intake to Level 2 resolution, addressing hardware, software, access, and collaboration tools with a focus on reducing escalations and improving productivity.

Responsibilities include proactive maintenance, automation initiatives, and documenting processes. Strong communication, troubleshooting, and customer service are essential for success in this role.