IT Support Technician

Position Overview

The IT Support Technician I serves as the primary front-line technical aid for Karman users, handling endpoints, sites, and collaboration tools to ensure smooth and secure IT operations within the CIAIO structure. This role demands a proactive, customer-centric individual skilled at troubleshooting and maintaining consistent technology services across the company.

Key Responsibilities

• Deliver Level 1 helpdesk assistance via multiple communication routes, handling incident tickets, phone calls, emails, remote support, and face-to-face inquiries.
• Investigate, diagnose, resolve, or escalate IT service requests and incidents following defined procedures.
• Support common technical user issues involving Windows OS, Microsoft 365 suite, browsers, printers, VPNs, password resets, and basic business applications.
• Maintain thorough records of support interactions within the ticket management system and write clear documentation.
• Ensure professionalism and helpfulness while managing interactions across all organizational levels.
• Reduce recurring problems by developing knowledge base materials on common fixes.
• Configure, deploy, troubleshoot, and maintain laptops, desktops, peripherals, mobile devices, and shared or shop-floor workstations.
• Assist with IT assets provisioning, replacements, returns, and equipment lifecycle management.
• Support endpoint compliance tasks, including patch management, encryption, antivirus, and device health checks.
• Offer first-level Microsoft 365/GCC High tool support covering Outlook, Teams, SharePoint, and OneDrive including meeting assistance and troubleshooting.
• Provide local site support encompassing printers, scanners, badge and label printers, AV equipment, network devices, and troubleshooting connectivity and hardware issues.
• Keep precise records of IT inventory; participate in audits, tagging, and secure equipment handling and disposal.
• Adhere to company security policies, assist in cybersecurity audits, and escalate suspicious activities promptly.
• Create user guides, support articles, and seek continuous service improvement through teamwork and procedure adherence.

Required Qualifications

• High school diploma or equivalent mandatory; additional technical degrees or certifications favored.
• Between one and three years experience in IT helpdesk or desktop support roles demonstrating familiarity with Windows 10/11 and Microsoft Office tools.
• Basic networking knowledge including Wi-Fi, VPN, DNS, DHCP, and IP troubleshooting.
• Proficient with ticketing systems for tracking and managing support requests.
• Strong customer service aptitude with clear, patient communication skills.
• Ability to manage multiple priorities effectively in a dynamic environment.
• Capability to physically handle IT hardware like monitors and peripherals.

Preferred Qualifications

• Experience in aerospace, defense, or regulated environments.
• Knowledge of secure Microsoft 365 GCC High or government cloud environments.
• Familiarity with tools such as Active Directory, Azure AD, Intune, SCCM, and Defender for Endpoint.
• Experience supporting specialized devices including conference room tech and shop-floor workstations.
• Understanding of compliance standards like CMMC, NIST 800-171, DFARS, SOX, and cybersecurity practices.
• Relevant certifications such as CompTIA A+, Network+, Microsoft, or ITIL Foundation.
• Familiar with ITSM platforms like ServiceNow, Jira Service Management, or Zendesk.

Desired Competencies

• Customer-focused mindset accompanied by excellent interpersonal skills.
• Disciplined approach to troubleshooting and eagerness to learn.
• Ability to document clearly and communicate effectively in writing and verbally.
• Strong attention to detail and responsibility for ticket quality and follow-up.
• Calmness under pressure and ability to handle urgent technical issues.
• Knowing when to escalate issues and seek assistance appropriately while respecting security policies.
• A collaborative, team-oriented attitude across multiple locations and business sectors.

Additional Information

This position requires U.S. government export regulation compliance, mandating that applicants be U.S. citizens, lawful permanent residents, refugees, or asylees, or eligible to obtain State Department authorizations.

Equal Opportunity Commitment: The employer assures equal employment opportunities without regard to legally protected classifications including race, color, religion, national origin, sex, disability, veteran status, and other protected categories. Policies are strictly followed regarding hiring, compensation, advancement, and workplace treatment.