Job Description IT Helpdesk Support Technician

IT Helpdesk Support Technician

Ontic is a leading global aerospace OEM trusted by the world’s aviation leaders. Ontic’s Creedmoor, NC, site is home to a number of specialist companies within the Ontic Group, including Firstmark, Twin Commander, and Metro Merlin. With over 1,300 employees across four time zones and seven sites, we have more than doubled in size since 2019 and are continuing to grow at pace.

Our team is looking for an experienced IT Helpdesk Support Technician to join them. You will report to the Director of IT, NC and will have an onsite work schedule in Creedmoor, NC.

We are seeking a detail-oriented and security-conscious IT Helpdesk Support Technician to support our aerospace and defense operations. This role provides frontline IT support in a highly regulated, mission-critical environment. The ideal candidate demonstrates strong technical aptitude, adherence to security protocols, and a commitment to supporting systems that enable national security and advanced aerospace innovation. On-site role within secure facilities.

To be considered for the IT Helpdesk Support Technician opening, here's what you'll need to bring with you:

• Must be a US citizen or legal resident

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, Cybersecurity, or related field (or equivalent experience)

• Computer troubleshooting and application/user support

• Strong problem-solving and analytical skills; ability to manage multiple projects and problem-solve

• Communicate effectively with all levels of management and staff, both technical and non-technical users

• Must be a self-starter with strong organizational skills

• Foundational knowledge of Windows operating systems and hardware troubleshooting

• Strong awareness of cybersecurity best practices

• Excellent documentation and communication skills

• Ability to follow strict policies and procedures

• Potential participation in on-call rotation

As a IT Helpdesk Support Technician, you will:

• Provide outstanding customer service Tier 1 and Tier 2 technical support for desktops, laptops, ruggedized systems, and peripheral devices in secure environments. Maintain, update records, and tickets using ServiceDesk

• Troubleshoot hardware, software, and network connectivity issues in compliance with IT security policies

• Install, configure, and maintain Windows-based systems in accordance with cybersecurity and regulatory requirements

• Support Microsoft 365 (or secure enterprise equivalents), engineering applications, and specialized defense software

• Assist with user account provisioning, access controls, and Active Directory management

• Maintain system documentation in accordance with ITAR, NIST, CMMC, or other applicable compliance frameworks

• Deploy and support systems within classified or controlled-access environments (as permitted by clearance level)

• Perform patch management, antivirus updates, and endpoint security monitoring

• Escalate incidents following established incident response and security procedures

• Support audits and compliance checks by maintaining accurate technical records

Our Benefits:

• Comprehensive medical insurance

• Competitive PTO

• Company 401K plan with up to 4% matched contribution

• Annual bonus program (varies by level and discretionary based on company and individual performance)

• 9/80 schedule

• Paid volunteering opportunities

• Access to mental health champions across our sites

• Commitment to development

• Employee referral program

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