Role Overview:
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.
Key Responsibilities:
Technical Support & Troubleshooting
- 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
User Account & Access Management
- 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
Endpoint Management & Maintenance
- 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
Process Development & Documentation
- 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
Required Qualifications:
- 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
Preferred Qualifications:
- 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
What We Offer:
- 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.
- Compensation and Equity: Competitive salary, comprehensive benefits (401(k), dental, vision, health, life insurance), paid time off, and equity options.
ITAR/EAR Requirements:
This position involves access to export-controlled information. To comply with U.S. government export regulations, applicants must meet one of the following criteria:
(A) Qualify as a U.S. person, which includes:
- U.S. citizen or national
- U.S. lawful permanent resident (green card holder)
- Refugee under 8 U.S.C. 1157
- Asylee under 8 U.S.C. 1158
(B) Be eligible to access export-controlled information without requiring an export authorization.
(C) Be eligible and reasonably likely to obtain the necessary export authorization from the appropriate U.S. government agency.
The company reserves the right to decline pursuing an export licensing process for legitimate business-related reasons.
Equal Opportunity Employer Statement:
Aalyria is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability status, genetic information, protected veteran status, or any other characteristic protected by law. Qualified applicants from all backgrounds are encouraged to apply.
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