IT Support Specialist

Aalyria•Livermore, CA

39d•Hybrid

About The Position

We're seeking an experienced IT Support Specialist to be the first dedicated support member of our IT team, working alongside our Senior IT Lead and Senior InfoSec Lead. This role will provide comprehensive technical support across our enterprise environment, handle day-to-day user support requests, and establish the foundation for our support operations. The ideal candidate combines solid technical skills with excellent customer service, self-direction, and the ability to work independently while collaborating with technical leadership.

Requirements

2-3 years of help desk or technical support experience
Working knowledge of Windows 10/11, Linux and macOS operating systems
Experience with user account management in Active Directory or Azure AD/Entra ID
Basic networking knowledge (TCP/IP, DNS, DHCP, WiFi, VPN)
Experience with ticketing systems and support workflows
Ability to troubleshoot hardware and software issues independently
Excellent customer service skills and professional communication
Strong organizational skills and ability to manage multiple priorities
Self-motivated and comfortable working independently with minimal supervision
Willingness to learn new technologies and enterprise systems
US Citizenship required

Nice To Haves

Familiarity with Linux distributions (Ubuntu, CentOS, or similar) and basic command-line usage
Experience with MDM platforms (Intune, Jamf, JumpCloud, or equivalent)
Experience with SSO platforms (Okta, Duo, Google SSO, or similar)
Knowledge of Google Workspace and Microsoft 365 administration
Understanding of endpoint security concepts and compliance requirements
Basic scripting knowledge (PowerShell, Bash, or Python) for simple automation
Experience with automation tools such as no-code platforms (Okta Workflows, Zapier, Make) or scripting (PowerShell, Bash, Python)
Relevant certifications (CompTIA A+, Linux+, Microsoft, Apple, ITIL Foundation)
Experience working in small IT teams or as a solo support person
Experience supporting hybrid/remote workforce environments
Active Secret or Top Secret clearance, or ability to obtain

Responsibilities

Provide tier 1 and tier 2 support for technical issues across Windows, macOS, Linux, and mobile platforms
Handle password resets, account unlocks, and user access requests
Troubleshoot common software issues including Microsoft 365, Google Workspace, Zoom, Slack, and line-of-business applications
Resolve authentication and SSO issues with Okta and other identity platforms
Diagnose network connectivity problems, VPN issues, and printer configuration
Support new hire onboarding and employee offboarding processes
Set up and configure laptops, desktops, monitors, peripherals, and mobile devices
Escalate complex tier 3 issues to Senior IT Lead with clear documentation
Create, modify, and disable user accounts across multiple platforms
Manage group memberships and application access permissions
Process access requests and ensure proper approval workflows
Maintain accurate asset inventory and user documentation
Coordinate with Senior InfoSec Lead on compliance and access reviews
Deploy software and updates using MDM solutions (Intune, Jamf Pro, or similar)
Troubleshoot endpoint compliance issues and device enrollment
Perform basic hardware repairs and coordinate warranty replacements
Support mobile device setup and configuration (iOS/Android)
Monitor and respond to security alerts on managed endpoints in coordination with InfoSec team
Establish help desk workflows, ticketing procedures, and SLA standards
Develop and maintain knowledge base articles and user guides
Create documentation for common support procedures and troubleshooting steps
Identify recurring issues and recommend solutions to reduce support burden
Build self-service resources to empower users
Participate in IT projects and system rollouts as needed

Benefits

Competitive salary, comprehensive benefits (401(k), dental, vision, health, life insurance), paid time off, and equity options.
Innovative Environment: Work at a cutting-edge company shaping the future of aerospace communications.
Impactful Work: Directly contribute to critical national security programs and initiatives.
Growth Opportunities: Expand your career with opportunities for professional development and advancement.
Inclusive Culture: Be part of a collaborative, supportive, and inclusive workplace where your contributions matter.
Flexibility: Flexible working arrangements including hybrid remote/in-office schedules.

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