Help Desk Technician

SciTec•Huntsville, AL

6h•$56,000 - $72,000•Onsite

About The Position

SciTec, a wholly owned subsidiary of Firefly Aerospace, is a dynamic non-traditional defense contractor that delivers advanced technologies in support of U.S. National Security and Defense. For the past forty-five plus years, we have supported Department of Defense customers by developing innovative remote sensing algorithms, tools, and techniques to deliver world-class data exploitation capabilities supporting missile defense; intelligence, surveillance, & reconnaissance; space domain awareness; and aircraft survivability missions. Important Notice: SciTec exclusively works on U.S. government contracts that require U.S. citizenship for all employees. SciTec cannot sponsor or assume sponsorship of employee work visas of any type. Further, U.S. citizenship is a requirement to obtain and keep a security clearance. Applicants that do not meet these requirements will not be considered. Applicants will need to obtain and maintain a DoD security clearance. This position is located in a SciTec satellite office where you will serve as the primary on-site IT presence. While you’ll be supported by (and collaborate closely with) the broader IT team, you will be expected to operate independently day-to-day, proactively communicate, and escalate effectively when needed. Success in this role requires strong self-direction, curiosity, and a willingness to learn new systems quickly while providing excellent customer service to local users and supporting other offices remotely. Scitec has immediate job openings for this role and is looking to hire ASAP. This posting is for candidates who are willing to work 12–24 months in this position before given opportunities to move up into more specialized IT roles.

Requirements

Comfortable working independently as the primary on-site IT resource, with strong time management and follow-through.
Proficient in Linux command line.
Good understanding of computer systems, operating systems (Windows 10 & 11, RHEL), software, and devices.
Ability to communicate effectively with customers, both verbally and in writing.
Patient and friendly, with a commitment to providing excellent customer service.
Ability to diagnose and resolve basic computer technical issues with the ability to break down technological processes and provide clear, step-by-step instructions.
Ability to read and interpret code.
Versatile, flexible, and willing to work in a dynamic environment with rapidly changing priorities.
Team oriented; there to help others and take on tasks in the spirit of collaboration.
Proficient with Google and able to research and troubleshoot issues.
Ability to obtain and maintain a DoD security clearance.
Detail oriented.
U.S. citizenship is a requirement to obtain and keep a security clearance.
Applicants will need to obtain and maintain a DoD security clearance.

Nice To Haves

2-year degree in Information Technology, Network Engineering, Computer Engineering, other relevant technical field, or equivalent experience.
Active Directory.
Familiarity with cloud computing and network administration (i.e., Azure, AWS, firewalls, VPN, DNS).
RHEL Linux.
CompTIA (A+, Linux+, Security+, Network+).

Responsibilities

Delivering support by using SciTec’s help desk ticket system through JIRA software. End user requests are generated through tickets and communication regarding ticket status is delivered through.
Installing, updating, and evaluating new software and hardware, and running tests to ensure compatibility of software with OS, etc.
Serve as the on-site point of contact for Tier 1 IT support at the satellite office, owning local triage, incident response, and routine service requests.
Collaborate daily with remote IT teammates via chat/voice/video to coordinate work, share status updates, and resolve issues efficiently.
Proactively identify local office IT needs (hardware lifecycle, spares, common issues, training gaps) and communicate recommendations to the larger IT team.
Providing technical support to users, both in-house and remote, and troubleshooting computer problems (e.g., maintaining email distribution lists, creating new lists, resetting password, installing workstations on desktops).
Manage on-site IT assets (imaging/deployment, swaps, RMA coordination, shipping/receiving, secure disposal) and keep inventory records current.
Implementing and maintaining security standards, policies, and procedures, and monitoring security certificates.
Instructing users on information system procedures, and how to properly use IT resources.
Collecting and summarizing information to prepare project status reports, and identifying and resolving project issues.
Be the “hands and eyes” for the remote IT team: rack/stack simple equipment, cable checks, swap peripherals, validate connectivity, collect logs/screenshots.
Set up new hires locally (workstation deployment, peripherals, account access verification) while coordinating with remote teammates for approvals/steps.
Maintain a small local stock of critical spares (laptops, docks, keyboards, mice, adapters) and recommend reorder points.
Coordinate shipping to/from other offices for repairs or replacements and track chain-of-custody for equipment.
Communicate with users and stakeholders on ticket progress, ETA expectations, and post-resolution follow-ups to ensure satisfaction.
Provide hardware troubleshooting.
Resolve login difficulties.
Identify and help resolve performance issues.
Perform software installation and updates.
Troubleshoot printer problems.
Help prevent data loss.
Help grow knowledge base via documentation.
Help with scheduled maintenance updates.
Handle support and manage ticket queue.
Perform discovery of facts and symptoms for IT issues before escalation.
Troubleshoot and resolve DNS, networks, and application access issues.