IT Services Specialist II

Iridium Satellite•McLean, VA

13d•Hybrid

About The Position

Iridium is seeking an IT Services Specialist II to join its Technical Support team. The role diagnoses and resolves complex hardware, software, and network infrastructure issues, primarily managing Tier I escalations and collaborating with Tier III staff when more comprehensive solutions are needed. The specialist supports customers and Iridium’s core and commercial services. Aireon provides surveillance as a service to global customers in a safety-critical industry. This role supports delivery of that service and requires reaching and maintaining an acceptable competency standard. Aireon provides initial and ongoing training, and competency is assessed and renewed annually. The position primarily works in an office and is largely sedentary, with most work performed at a computer. Under Iridium’s Hybrid Work Policy, employees are expected to work at least four days per week (approximately 80%) in an Iridium office. The base pay range is $70,000–$95,000 USD. Actual compensation depends on various factors. The compensation package may also include company stock and an annual bonus. Benefits include medical, dental, and vision insurance, 401(k) retirement plan options, paid time off, paid holidays, paid parental leave, discounts, and other perks.

Requirements

2–3 years of experience in a Tier I or Tier II support role.
Proficiency in the Linux operating system.
Strong understanding of network protocols.
Familiarity with help desk software such as Zendesk, ServiceNow, or Jira Service Management.
Strong analytical and problem-solving skills.
Excellent communication and collaboration skills.
Ability to work independently and as part of a team.
Reach and maintain the required competency standard for the safety-critical service, with competency assessed and renewed annually.

Nice To Haves

Bachelor’s degree in IT, Computer Science, or a related field.
Experience with Atlassian Jira and Azure DevOps.
Proficiency in Python libraries such as Pandas, Polars, H3, or Folium.
Proficiency in MATLAB.
Experience generating and delivering analysis reports.

Responsibilities

Troubleshoot and resolve advanced hardware, software, and networking issues.
Provide support for core and commercial services.
Manage support tickets from Tier I escalations and ensure timely resolution.
Document technical solutions and create procedures for Tier II and Tier I staff.
Collaborate with Tier III staff to resolve complex problems.
Assist in training and mentoring Tier I support staff.
Monitor Jira ticket queues and facilitate resolution of outstanding incidents.