IT Support Analyst

YOUR MISSION

We are seeking an experienced IT Support Analyst to join our growing team. The IT Support Analyst will be responsible for providing Tier 1 & 2 technical support to employees, as well as maintaining and troubleshooting computer systems, networks, and hardware. This role requires excellent problem-solving skills, attention to detail, and the ability to work well under pressure.

RESPONSIBILITIES

• Serve as the first point of contact for all IT issues, managing requests via phone, email, remote tooling (teams/BigFix) and in-person interactions.
• Troubleshoot and resolve technical issues related to computer systems, networks, and hardware.
• Ensure ongoing usability of client computers, peripheral equipment, audio/visual systems, and software within established Information Systems standards and guidelines (i.e., desktops, laptops, MAC’s, printers, copier, etc.).
• Install, configure, and maintain computer systems, networks, and hardware.
• Maintain accurate documentation of technical support requests and resolutions in Jira and Confluence. Monitor and maintain system performance and security.
• Assist with the deployment and maintenance of new hardware and software including Mac OSX and Windows products, True Anomaly engineering software, and O365 tooling.
• Collaborate with other IT team members to ensure timely resolution of technical issues.
• Participate in demanding on-call rotations to provide IT/Technical support 24/7.
• This position requires the ability to respond to critical tickets/incidents outside of regular working hours. The role includes participation in a 24/7 on-call rotation to support the mission.

QUALIFICATIONS

• Bachelor’s Degree or combination of experience and industry leading certifications (Network+, Security+, Microsoft Certifications)
• Minimum 3+ years of experience in IT support or end-user desktop support
• Strong knowledge of computer systems, networks, and hardware
• Excellent troubleshooting and problem-solving skills
• Proficient in Bash/Shell scripting
• Demonstrated proficiency with Windows and Mac OS
• Demonstrated proficiency with MDM tools (Such as: Intune, JAMF, BigFix)
• Experience with remote support tools and technologies
• Experience with cloud-based technologies and services (e.g., Azure)
• Developing recommendations for procedures to prevent problems.
• Ensures ongoing usability of client computers, peripheral equipment, audio/visual systems, and software within established Information Systems standards and guidelines (i.e., desktops, laptops, MAC’s, printers, copier, etc.).
• Delivers consistent, reliable service. Ensure users’ needs are being met for every request/incident that is processed.
• Experience with Cisco networking equipment
• Experience with Automations of basic tasks using Bash/Shell/Python scripts

COMPENSATION

• Base Salary: $70,000-$95,000

• Equity + Benefits including Health, Dental, Vision, HRA/HSA options, PTO and paid holidays, 401K, Parental Leave

Your actual level and base salary will be determined on a case-by-case basis and may vary based on the following considerations: job-related knowledge and skills, education, location, and experience.

ADDITIONAL REQUIREMENTS

• Ability to maintain or obtain TS/SCI clearance
• Work Location—this role will be fully onsite at our new Long Beach facility.
• Work environment—the work environment; temperature, noise level, inside or outside, or other factors that will affect the person's working conditions while performing the job.
• Physical demands—the physical demands of the job, including bending, sitting, lifting and driving.

This position will be open until it is successfully filled. To submit your application, please follow the directions below. #LI-Onsite