IT Support Associate III

Benefits

U.S.-based employees have access to medical, dental, and vision insurance, a 401(k) plan and company contribution, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others. U.S.-based employees also receive, per calendar year, up to 6 scheduled paid holidays. Additionally, eligible hourly/non-exempt and exempt employees accrue up to 112 hours of PTO based on years of service and may annually take up to 8 hours of paid volunteer time. Additional paid sick leave is also provided if required by state or local law.

Summary of Position:

Serves as the senior technical resource within the IT Support function, responsible for designing, implementing, and maintaining complex network, server, and virtualization environments that support avionics test systems and broader business operations. This role leads infrastructure and security initiatives end-to-end, acts as the top escalation point for advanced technical issues, and mentors Level 1 and Level 2 IT Support staff, while preparing high-potential employees for advancement within the IT career path.

Essential Functions:

• Lead the design, deployment, and lifecycle management of enterprise network, server, and virtualization infrastructure (physical and virtual), building on the install/configure/maintain foundation of Levels 1 and 2
• Serve as the Tier 3 escalation point for complex hardware, software, network, and security issues that Level 1 and Level 2 staff are unable to resolve
• Own security hardening standards, patch management strategy, and continuous system monitoring to safeguard availability, integrity, and compliance (including awareness of NIST 800-171/ITAR considerations relevant to aerospace and defense environments)
• Lead cross-functional IT infrastructure projects supporting avionics test systems and engineering initiatives, from requirements gathering through implementation, testing, and documentation
• Develop, standardize, and continuously improve SOPs, disaster recovery, and business continuity procedures for critical systems
• Evaluate, recommend, and manage vendor relationships and technology procurement, including cost/benefit analysis for hardware and software investments
• Mentor and provide technical guidance and structured training to Level 1 and Level 2 IT Support Associates, supporting their growth toward Level 2 and Level 3 readiness
• Design and govern onboarding/offboarding workflows, user account provisioning, and access-control standards across the organization
• Drive automation of routine administrative tasks (provisioning, monitoring, patching) using scripting tools such as PowerShell, Python, or Bash
• Partner with engineering and business leadership to translate infrastructure needs into scalable IT solutions
• Participate in an on-call rotation and lead root-cause analysis and after-action reviews for critical incidents
• Maintain accurate, audit-ready documentation of system configurations, network diagrams, and support activities
• Support IT budget planning and asset lifecycle management

Competencies:

1. Ensures Accountability
2. Tech Savvy
3. Communicates Effectively
4. Values Differences
5. Customer Focus
6. Resourcefulness
7. Drives Results
8. Plans and Prioritizes
9. Decision Quality
10. Self-Development

Work Environment:

This position is based in a professional office setting and regularly utilizes workplace technology, including computers, smartphones, multifunction printers, cloud-based filing systems, and collaboration tools.

Physical Demands:

This role requires physical capabilities that support the successful execution of key responsibilities. The employee regularly engages in verbal and written communication with colleagues and clients to address project-related inquiries and must be able to convey accurate information clearly and efficiently. The position involves remaining seated at a workstation for approximately 75% of the time, with occasional movement throughout the office to access equipment, supplies, and shared resources. Daily tasks include consistent use of computers and standard office technology such as keyboards, printers, and multifunction devices. The role also involves transporting equipment boxes weighing up to 25 pounds within the building and to other offsite locations as needed for project support.

Required Education and Experience:

Bachelor's degree in information technology, Computer Science, Engineering, or a related field, or equivalent combination of education and experience

5+ years of of progressive IT support/systems administration experience

Qualifications:

• Proven ability to administer, troubleshoot, and resolve hardware, software, and network issues
• Proven experience with Windows Server, Active Directory, macOS, and Linux system administration
• Server, desktop, and laptop hardware
• Diagnose and troubleshoot networks and computing environments
• Operating system, firmware installation and configuration
• Imaging and patching systems
• Ticketing systems (e.g., ServiceNow, Jira)
• Remote support tools
• Mobile device management
• Strong communication and customer service skills
• Ability to work independently and as part of a team
• Analytical thinking and problem-solving
• Provide technical support for computer network issues

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.