IT Support Specialist I

Virgin Galactic•Tustin, CA

4d•$49,920 - $69,160•Onsite

About The Position

As a key member of Virgin Galactic’s IT team, the IT Support Specialist will deliver high-quality technical support to a dynamic, fast-paced organization. This role is responsible for troubleshooting Microsoft 365 environments, provisioning and supporting Windows and macOS endpoints, and resolving software and hardware issues both onsite and remotely. The position requires a proactive, customer-focused professional who can diagnose and resolve common technical problems using documented procedures, with support from senior team members, while maintaining strong response times and user satisfaction. The ideal candidate brings familiarity with Active Directory, Office 365, and endpoint imaging, along with excellent communication skills, attention to detail, and the ability to collaborate effectively across all levels of the organization. Support the company strategy by holding ourselves and one another accountable for getting the work done.

Requirements

Minimum 1 year of IT support experience (or equivalent education/internship experience), ideally supporting a company size of 500+ employees
Willingness to learn new processes and technologies
Ability to work in a fast-paced environment
Understands the importance of confidentiality
Attention to detail
Ability to analyse and solve routine problems, with sound judgment about when to escalate
Strong interpersonal and communication skills and the ability to interact effectively with all levels in the organization
Familiarity with the following software and hardware: Active Directory and Microsoft 365
Previous experience with ticketing systems
Exposure to endpoint imaging/deployment tools (e.g., Microsoft MECM or similar) preferred
Working knowledge of Windows 11, macOS, and Microsoft 365 applications
Create a high level of user satisfaction through accurate and timely follow-up & strong technical skills
Must demonstrate organizational and time management skills
Ability to communicate in a manner that is timely, respectful, and open to other ideas
Demonstrate willingness to adjust thinking and behaviour

Nice To Haves

Exposure to endpoint imaging/deployment tools (e.g., Microsoft MECM or similar) preferred

Responsibilities

Demonstrate a proactive, motivated attitude with a strong passion for IT and customer service
Resolve software issues related to Windows 11 and associated applications
Assign and troubleshoot remote access solutions both remotely and onsite
Maintain fast response times to ensure maximum up time for users and critical systems
Configure, deploy, repair, and provide troubleshooting support for hardware and software based on documented procedures or management direction, including: Desktop, laptop, and tablet computers (Windows and macOS), Mobile devices, Outlook, Teams, Zoom, OneDrive, and SharePoint
Perform Active Directory and Microsoft 365 administrative tasks, including password resets, user profile creation/updates, and group membership changes
Provide high-quality support for approved software and hardware by approaching technology from the end-user’s perspective and delivering excellent customer service
Escalate unresolved or unfamiliar issues to the appropriate internal teams or external support providers, including a summary of troubleshooting steps already taken
Follow knowledge base articles and documented procedures, and flag documentation that is outdated or unclear
Document resolutions clearly in the ticketing system so issues can be picked up by any team member
Effectively utilize and troubleshoot all Microsoft Office 365 applications
Support and troubleshoot remote meeting and collaboration tools
Work collaboratively to achieve goals and/or complete assigned tasks
Adhere to set directions and guidelines from team leader to support collaboration across teams to complete projects
Perform additional responsibilities as assigned by the Team Lead, Manager, or Director