Tier 2 IT Helpdesk Technician

Quantum Space•Hawthorne, MD

1d•Onsite

About The Position

Quantum Space is redefining mobility and maneuverability in space. Our high-mobility spacecraft platforms support national security, civil, and commercial missions with unmatched flexibility and propulsion capability. We build fast and iterate quickly. We are seeking a Tier 2 IT Helpdesk Technician to provide second-level support and technical troubleshooting across the organization. In this role, you will work closely with our Service Desk to resolve escalated issues, maintain end-user system reliability, assist with systems administration tasks, and support ongoing IT and infrastructure initiatives. The ideal candidate thrives in a fast-paced environment, enjoys solving complex technical challenges, and is committed to providing reliable technical support across the organization.

Requirements

Strong understanding of Windows and macOS systems.
Experience supporting ticketing platforms such as Jira Service Management, ServiceNow, Zendesk, or similar tools.
Ability to analyze logs and diagnostic output to identify and resolve issues.
Understanding of basic networking concepts, including DNS, DHCP, VLANs, routing, switching, and VPNs.
Experience troubleshooting Microsoft 365, Azure AD, Exchange Online, and general SaaS applications.
Ability to create or update technical documentation, including runbooks and procedures.
Strong communication skills and an ability to support users of varying technical expertise.
2–4 years of prior experience supporting escalated issues or working in a Tier 2 capacity.
Ability to hold and maintain a security clearance.

Nice To Haves

Familiarity with Linux systems.
Familiarity with endpoint management tools such as Intune, Jamf, RMM solutions, or similar platforms.
CompTIA Security+ certification or willingness to obtain if required for compliance.
Experience supporting software deployments, endpoint configuration, or system administration activities.
Experience supporting cybersecurity or incident response activities.
Experience working in a fast-paced technical or engineering environment.

Responsibilities

Resolve tickets escalated from our Service Desk, including OS, application, hardware, and network issues.
Provide hands-on technical support for workstations, laptops, mobile devices, and peripherals.
Assist with account provisioning, deprovisioning, access permissions, and identity management.
Support patching, updates, and configuration changes across Windows, macOS, and Linux endpoints.
Perform advanced troubleshooting through log review, diagnostics, and root-cause analysis.
Support software deployments, endpoint management, and system configuration rollouts.
Maintain asset records, participate in hardware lifecycle processes, and coordinate with vendors.
Assist with basic networking tasks, including VLAN changes, Wi-Fi troubleshooting, and connectivity issues.
Support cybersecurity initiatives, including secure configuration enforcement and incident response tasks under guidance.
Collaborate with engineering and IT programs to support smooth execution of tooling, technical projects, and operational changes.