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1St Line Support Engineer Jobs (NOW HIRING)

IsI Enterprises LLC

Support Engineer I

Springfield, VA · On-site

$75K - $82K/yr

As a Support Engineer, you will play a critical role in delivering top-notch technical support ... Provide first-line support for all support requests, including email troubleshooting, password ...

ISI Enterprises

Support Engineer I

Springfield, VA · On-site

$75K - $82K/yr

As a Support Engineer, you will play a critical role in delivering top-notch technical support ... Provide first-line support for all support requests, including email troubleshooting, password ...

Itransition

Support Engineer / Content Operator

Providing first-line support to users encountering technical issues * Tracking graphs and checking ... Escalating unresolved or more complex issues to technical support engineers and developers

SOFIE Co.

Cyclotron Engineer

Haverhill, MA · On-site

$100K - $110K/yr

Additionally, the Cyclotron-Support Engineer I is responsibility for first-line troubleshooting, maintenance, and repair of equipment associated with manufacturing, including manipulator arms, lead ...

Euroclear

Support business engagement and I&AM-related advisory services. Define, design, implement and ... Designs and engineers more efficient systems and solutions. * Coordinate advisory services to ...

ISI Enterprises

Support Engineer II

Herndon, VA · On-site

$85K - $95K/yr

As a Support Engineer, you will play a critical role in delivering top-notch technical support ... Provide first-line support for all support requests, including email troubleshooting, password ...

RPMGlobal

Cyclotron Engineer

Haverhill, MA · On-site

$100K - $110K/yr

Additionally, the Cyclotron-Support Engineer I is responsibility for first-line troubleshooting, maintenance, and repair of equipment associated with manufacturing, including manipulator arms, lead ...

ISI Enterprises

Support Engineer II

Springfield, VA · On-site

$85K - $95K/yr

As a Support Engineer, you will play a critical role in delivering top-notch technical support ... Provide first-line support for all support requests, including email troubleshooting, password ...

ASM

Senior Engineer, Global Product Support

Phoenix, AZ · On-site

... first-line support. Your work will directly impact tool performance, customer confidence, and ASM ... Partner with engineering teams by reporting design, reliability, and maintenance insights that ...

IsI Enterprises LLC

Support Engineer II

Springfield, VA · On-site

$85K - $95K/yr

As a Support Engineer, you will play a critical role in delivering top-notch technical support ... Provide first-line support for all support requests, including email troubleshooting, password ...

SOFIE Co.

Cyclotron Engineer I

Romeoville, IL · On-site

$90K - $100K/yr

Additionally, the Cyclotron-Support Engineer I is responsibility for first-line troubleshooting, maintenance, and repair of equipment associated with manufacturing, including manipulator arms, lead ...

Lancope

Technical Support Engineer

Alpharetta, GA · On-site

Deliver global engineering support to customers, partners, and field engineers for the Lancope product line. * Support the operational needs of customers using Lancope products for network security ...

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1St Line Support Engineer information

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How much do 1st line support engineer jobs pay per hour?

As of Sep 10, 2026, the average hourly pay for 1st line support engineer in the United States is $39.87, according to ZipRecruiter salary data. Most workers in this role earn between $29.57 and $46.63 per hour, depending on experience, location, and employer.

What is a 1st line support engineer?

1st Line Support Engineers are IT professionals who serve as the first point of contact for users experiencing technical issues. They handle initial inquiries, troubleshoot basic problems, and either resolve issues or escalate them to more specialized support teams. Their responsibilities often include answering helpdesk calls, responding to emails, and providing step-by-step guidance to resolve user issues quickly. They play a crucial role in maintaining smooth IT operations and ensuring user satisfaction.

What are the key skills and qualifications needed to thrive as a 1st line support engineer, and why are they important?

To thrive as a 1st Line Support Engineer, you need a solid understanding of basic IT concepts, troubleshooting, and customer service, often supported by a relevant IT qualification such as CompTIA A+ or equivalent experience. Familiarity with ticketing systems, remote desktop tools, and common operating systems (Windows, macOS) is typically required. Strong communication, patience, and problem-solving abilities help set outstanding support engineers apart. These skills ensure quick resolution of user issues, positive customer experiences, and efficient escalation when necessary.

What are some common challenges faced by 1st line support engineers, and how can they be effectively managed?

1st Line Support Engineers often encounter challenges such as managing high volumes of support tickets, addressing a wide range of technical issues, and maintaining clear communication with users who may have varying levels of technical knowledge. Effective time management, strong problem-solving skills, and the ability to remain patient and empathetic are key to overcoming these challenges. Leveraging ticketing systems, documenting solutions, and collaborating closely with 2nd and 3rd line teams can also help ensure efficient resolution of issues and continuous learning.

What is the difference between 1St Line Support Engineer vs Help Desk Technician?

Aspect1St Line Support EngineerHelp Desk Technician
CertificationsCompTIA A+, Microsoft CertifiedCompTIA A+ often preferred
Work EnvironmentCorporate IT support, technical troubleshootingHelp desk, customer support, remote assistance
ResponsibilitiesInitial troubleshooting, issue escalation, basic network supportResponding to user queries, ticket logging, basic hardware/software support

Both roles involve technical support, but a 1St Line Support Engineer typically handles more complex issues and escalates problems as needed, while Help Desk Technicians focus on initial contact and basic troubleshooting. The roles often overlap, but the Support Engineer may require more technical certifications and experience.

How much does a 1st Line Support Engineer make in the US?

A 1st Line Support Engineer in the US typically earns between $40,000 and $55,000 annually, with entry-level positions starting around $35,000 and experienced professionals earning up to $65,000 or more. Salaries vary based on location, experience, certifications, and the complexity of support provided, often involving troubleshooting hardware, software, and network issues in a helpdesk or IT support environment.
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1St Line Support Engineer jobs near you
Infographic showing various 1St Line Support Engineer job openings in the United States as of September 2026, with employment types broken down into 1% As Needed, 74% Full Time, 20% Part Time, and 5% Contract. Highlights an 88% Physical, 2% Hybrid, and 10% Remote job distribution, with an average salary of $82,930 per year, or $39.9 per hour.

Support Engineer I

Springfield, VA • On-site

IsI Enterprises LLC
See more jobs at IsI Enterprises LLCexternal

$75K - $82K/yr

Full-time

PTO

Re-posted 23 days ago

Job description

ISI is looking for a proactive and customer-focused Support Engineer I to join our IT team. This role is ideal for individuals eager to grow their skills in IT support, networking, and compliance while working in a dynamic, fast-paced environment. As a Support Engineer, you will play a critical role in delivering top-notch technical support, monitoring system health, and ensuring compliance with industry security standards such as CMMC and NIST 800-171.
Duties/Responsibilities:
  • Provide first-line support for all support requests, including email troubleshooting, password resets, and mailbox management.
  • Perform basic administrative tasks in Azure, Google Workspace, and ticketing systems.
  • Troubleshoot Windows, Mac, and Linux operating systems
  • Assist with setting up and configuring desktops, laptops, monitors, and other peripherals.
  • Perform end user management and account provisioning.
  • Diagnose and escalate network issues, including Wi-Fi and LAN connectivity.
  • Conduct proactive system health checks to maintain operational efficiency.
  • Work closely with team members to ensure efficient issue resolution.
  • Follow and enhance standardized processes and checklists to improve service quality.
  • Two shifts are available. Candidates must be able to work one of the following schedules:
7:00 a.m.-3:00 p.m. ET and 11:00 a.m.-7:00 p.m. ET
Qualifications:
This position requires applicants to have current, interim eligibility or previous security clearance.
  • Candidates must have held or currently hold a clearance, or have documented eligibility based on a favorable background investigation.
  • Interim clearances will be accepted for consideration.
  • All clearances are encouraged to apply.
  • U.S. citizenship is required by federal regulation.

Applicants without any of the above will not be considered at this time due to contract requirements.
  • 2-4 years working in an IT Support Focused role (minimum)
  • CompTIA A+
  • ITIL 4 Foundation
  • Microsoft Certified: Microsoft 365 Fundamentals (MS-900)
  • Strong foundational knowledge of Microsoft 365 (Commercial & GCC/GCC-High), Azure Active Directory, and Teams.
  • Experience with Google Workspace, VPNs, DNS, and mobile device management.
  • Experience troubleshooting basic hardware & software issues
  • Experience utilizing ticketing systems and remote management tools
  • Strong communication, problem-solving, and time management abilities.
  • Ability to work both independently and collaboratively in a fast-paced setting.
  • Experience with Service Level Agreements (SLAs) and SOP creation.
  • Detail-oriented with a proactive approach to troubleshooting and continuous improvement.

What we offer:
  • Competitive salary range: $75,000-$82,000
  • Comprehensive benefits package, including generous PTO.
  • Flexible hybrid work schedule.
  • Opportunities for professional growth and training.
  • A collaborative and innovative company culture that values teamwork and continuous improvement.

Industrial Security Integrators, LLC ("IsI") is an equal opportunity employer committed to affirmative action and diversity in the workplace. It is the policy of IsI to provide Equal Employment Opportunities (EEO) to Employees and Applicants, without regard to race, color, religion, sex, age, marital status, citizenship status, national origin, sexual orientation, gender identity, veteran status or disability or any other factor protected by law and to provide advancement opportunities for minorities, women, disabled individuals, and veterans. IsI is stronger and more effective when our workforce includes highly qualified individuals with diverse backgrounds, cultures, and traditions.

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