IT Support Engineer: Proactive Ownership & Automation

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

Job summary

SSA Marine is seeking an IT Support Engineer I in Seattle to act as the technology advocate across the employee experience. You will resolve issues, manage incidents end-to-end, and build knowledge for self-service and automation initiatives.

The role emphasizes proactive problem prevention, continuous improvement, and ownership across Level 1 and Level 2 support, with a focus on reducing handoffs and improving productivity.

Qualifications

• Associate degree in IT, CS, Business, or related field, or equivalent professional experience.
• 3+ years of 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 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 beyond scripted triage.
• Ensure positive employee experiences by emphasizing communication, ownership, responsiveness, and follow-through.
• Reduce unnecessary escalations by developing skills to resolve a broader range of issues.

Skills

Customer service

Troubleshooting

Communication

Relationship-building

Analytical skills

Automation concepts

Scripting

Education

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

Bachelor's degree in information technology, Computer Science, or related field

Tools

ServiceNow

Endpoint management tools

Automation platforms

Scripting

Workflow automation

Job description

SSA Marine is seeking an IT Support Engineer I in Seattle to act as the technology advocate across the employee experience. You will resolve issues, manage incidents end-to-end, and build knowledge for self-service and automation initiatives.

The role emphasizes proactive problem prevention, continuous improvement, and ownership across Level 1 and Level 2 support, with a focus on reducing handoffs and improving productivity.