ABOUT THE ROLE:Our IT Services team is the backbone of our operational efficiency, ensuring seamless connectivity and technical assistance for all our employees, regardless of their location. We are seeking a skilled and helpful IT specialist to join our IT services team. This role provides advanced technical guidance and service to end-users, resolves complex IT issues, and collaborates with Level 1 technicians and senior IT staff to ensure seamless technology operations. The ideal candidate is a problem-solver with strong technical expertise, excellent communication skills, and a commitment to delivering outstanding customer service. This is a full-time position, onsite with occasional on-call or after-hours support.
RESPONSIBILITIES:- Provide second-line technical assistance for hardware, software, and network issues via phone, email, or in-person.
- Diagnose and resolve complex technical problems, including system crashes, network connectivity issues, and software conflicts.
- Manage and administer user accounts, permissions, and access controls in systems like Active Directory.
- Assist with the deployment, configuration, and maintenance of hardware (desktops, laptops, servers, and peripherals) and software applications.
- Monitor and maintain IT systems, including performing patch management, updates, and basic server administration.
- Document and update IT service tickets with detailed resolutions and escalate unresolved issues to Level 3 experts or specialized teams.
- Contribute to and maintain IT knowledge base articles and self-service wikis to enhance user self-sufficiency.
- Support IT projects, such as system upgrades, migrations, or new technology rollouts.
- Train and mentor Level 1 technicians, providing guidance on troubleshooting techniques and best practices.
- Ensure compliance with company IT policies, security standards, and data protection protocols.
- Provide new hire onboarding and offboarding service support
BASIC QUALIFICATIONS:- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field preferred; equivalent experience considered.
- 2-4 years of experience in IT, helpdesk, or a related technical role.
- Strong knowledge of Windows and macOS operating systems, Microsoft Office Suite, and common enterprise software.
- Proficiency in troubleshooting network issues (TCP/IP, DNS, DHCP, VPNs) and basic server administration (Windows Server, Linux basics).
- Experience with IT service management tools (e.g., ServiceNow, Jira) and ticketing systems.
- Familiarity with virtualization technologies (e.g., VMware, Hyper-V) and cloud services (e.g., Google Workspace, Microsoft 365) is a plus.
- Excellent problem-solving, analytical, and customer service skills.
- Ability to work independently and collaboratively in a fast-paced environment.
- Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional, or ITIL) preferred.
PREFERRED SKILLS AND EXPERIENCE:- Experience with scripting (e.g., PowerShell, Bash,Python) for automation tasks.
- Knowledge of cybersecurity best practices and tools (e.g., antivirus, endpoint protection).
- Ability to manage multiple priorities and meet deadlines under pressure.
COMPENSATION AND BENEFITS:$68,400 - $102,600 USD
Base salary is just one part of our total rewards package at SpaceXAI, which also includes equity, comprehensive medical, vision, and dental coverage, access to a 401(k) retirement plan, short & long-term disability insurance, life insurance, and various other discounts and perks.
