Senior IT Help Desk Technician
About The Position
Astro Mechanica is hiring a Senior IT Help Desk Technician to provide approachable, customer-first IT support across the company. The role is the primary point of contact for support in person, through chat, and via tickets, and works closely with engineering, operations, and leadership. The technician resolves escalated hardware, software, account, and network issues for Windows, macOS, and Linux users; leads new-hire technology onboarding; and supports Microsoft 365 GCC High, Microsoft Intune, Jamf, Okta, and office networking. The position also includes mentoring junior technicians, documenting procedures, improving the support experience, and following CMMC 2.0 and ITAR/EAR requirements in a regulated environment. Astro Mechanica emphasizes in-office work to support collaboration and company culture. This role is expected to work in the office five days per week, Monday through Friday.
Requirements
- At least 3 years of experience in an IT help desk or desktop support role.
- Excellent communication and people skills, with enjoyment of working with others.
- A patient, positive, customer-first attitude, including during busy periods.
- Experience supporting Windows and macOS users.
- Hands-on experience with Microsoft Intune and Jamf.
- At least 2 years of experience working in a startup environment.
- Ability to work full-time in the office Monday through Friday, five days per week.
- Must be a U.S. citizen.
Nice To Haves
- Linux experience.
- Microsoft 365 support experience, with GCC or GCC High experience a strong plus.
- Familiarity with Ubiquiti and Cisco networking.
- Familiarity with CMMC 2.0 and ITAR/EAR requirements, or willingness to learn quickly.
Responsibilities
- Serve as the friendly, go-to point of contact for IT support across the company in person, on chat, and through tickets.
- Build relationships with teams across engineering, operations, and leadership so IT is viewed as a partner.
- Resolve escalated hardware, software, account, and network issues for Windows, macOS, and Linux users.
- Lead new-hire onboarding by setting up laptops and accounts and explaining company tools and security practices.
- Support Microsoft 365 GCC High, including user accounts, email, SharePoint, OneDrive, and Teams.
- Manage device enrollment, applications, updates, and compliance through Microsoft Intune and Jamf.
- Assist users with Okta sign-in and MFA, and explain security controls.
- Troubleshoot Ubiquiti and Cisco networking issues at users' desks and in the office.
- Mentor junior technicians and share knowledge through documentation and how-to guides.
- Gather user feedback and recommend improvements to tools, processes, and the support experience.
- Follow CMMC 2.0 and ITAR/EAR requirements in day-to-day support and help maintain compliance.
Benefits
- Comprehensive medical, dental, and vision insurance.
- Flexible Spending Accounts (FSA).
- 401(k) program.
- Transparent stock option plan.
- Self-managed, flexible time-off policy, including PTO, paid holidays, and sick time.
- Flexible work environment.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
