2+ years of experience in IT support or a hands-on technical role
Knowledge of Windows and macOS operating systems and Microsoft Office Suite
Experience with IT service management tools and ticketing systems
Associate's or bachelor's degree in IT, computer science, or a STEM field preferred
Proficiency in troubleshooting network issues and basic server administration
Familiarity with virtualization technologies and cloud services
Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Professional
Responsibilities
Provide second-line technical assistance for hardware, software, and network issues
Diagnose and resolve complex technical problems, including system crashes and network connectivity issues
Manage and administer user accounts and access controls in systems like Active Directory
Assist with the deployment and maintenance of hardware and software applications
Monitor and maintain IT systems, performing patch management and updates
Document IT service tickets with detailed resolutions and escalate unresolved issues
Contribute to and maintain IT knowledge base articles and self-service wikis
Benefits
Comprehensive medical, vision, and dental coverage
Access to a 401(k) retirement plan
Short & long-term disability insurance
Life insurance
Various discounts and perks
Full Job Description
IT SERVICES TECHNICIAN
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 five days a week in Palo Alto, California 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:
2+ years of experience in IT support, helpdesk, desktop support, field service, or hands-on technical role (e.g., NOC technician, systems support, IT technician)
Knowledge of Windows and macOS operating systems and Microsoft Office Suite
Experience with IT service management tools (e.g., ServiceNow, Jira) and ticketing systems
PREFERRED SKILLS AND EXPERIENCE:
Associate's or bachelor's degree in information technology, computer science, or a STEM field; equivalent experience considered
Proficiency in troubleshooting network issues (TCP/IP, DNS, DHCP, VPNs) and basic server administration (Windows Server, Linux basics)
Familiarity with virtualization technologies (e.g., VMware, Hyper-V) and cloud services (e.g., Google Workspace, Microsoft 365)
Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional, or ITIL)
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
Excellent problem-solving, analytical, and customer service skills
Ability to work independently and collaboratively in a fast-paced environment
COMPENSATION AND BENEFITS:
$39 - $49 USD per hour
Base salary is just one part of our total rewards package at SpaceXSI, 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. ITAR REQUIREMENTS:
To conform to U.S. Government export regulations, applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (aka green card holder), (iii) Refugee under 8 U.S.C. a7 1157, or (iv) Asylee under 8 U.S.C. a7 1158, or be eligible to obtain the required authorizations from the U.S. Department of State. Learn more about the ITAR here.
