IT Help Desk Specialist

Description

The company is an incubation firm that builds and invests in technology-led companies that scale quickly, across healthcare, cyber, and national security.

The company works in defense and has 70+ staff.

You will be the first contact for IT requests, handle the full lifecycle of user accounts, and build out the self-service Knowledge Base.

Your daily work runs in Microsoft 365, with a close focus on security and compliance.

Responsibilities

• Work the Zendesk help desk queue by triaging, resolving, and escalating requests within set service levels.
• Provide Tier 1 and Tier 2 support for Windows and macOS devices, Microsoft 365 apps, mobile devices, and conference room equipment.
• Give hands-on, close support to executives and senior leaders, covering device setup, troubleshooting, app access, and meeting technology.
• Manage accounts in Microsoft Entra ID and connected SaaS apps by creating, changing, and deactivating them.
• Run new hire onboarding and offboarding, including device setup, license assignment, and removing access.
• Write and update the IT Knowledge Base with accurate how-to articles and troubleshooting guides.
• Enroll, track, and support devices through Microsoft Intune and the RMM platform.
• Reset passwords and help with MFA enrollment and sign-in problems.
• Keep asset and license records accurate.
• Follow security and compliance procedures in all support work and report suspected incidents quickly.
• Spot recurring issues and suggest process or tooling fixes.

Requirements

• Required: 2+ years of help desk or desktop support experience.
• Required: hands-on experience administering Microsoft 365 and Entra ID user accounts, groups, and licenses.
• Required: working knowledge of Windows and macOS troubleshooting.
• Required: experience with a ticketing system such as Zendesk, ServiceNow, or Jira Service Management.
• Required: strong written communication, including writing clear end user documentation.
• Required: a customer-focused approach and the ability to manage several requests at once.
• Required: U.S. citizenship.
• Preferred: experience with Microsoft Intune, Conditional Access, or an RMM platform such as NinjaOne.
• Preferred: familiarity with CMMC, NIST SP 800-171, or other federal compliance frameworks.
• Preferred: experience supporting a defense contractor or other regulated environment.
• Preferred: CompTIA A+, Security+, or Microsoft 365 certifications such as MD-102 or MS-900.
• Preferred: ability to obtain and maintain a U.S. security clearance.

Conditions

Salary range is $65,000-$80,000, the typical range based on experience, skills, and other factors.

Applications are checked by third-party hiring tools for accuracy and fraud, and flagged applications may be declined.

Benefits

• Competitive salary, bonus, and equity package.
• Health insurance covering medical, dental, and vision for you and your family, 100% paid by the employer.
• Unlimited PTO, with your manager's approval.
• A flexible work environment where you manage your own work day.
• 14 weeks of fully paid parental leave.
• A career track with potential for rapid advancement as the firm grows, based on strong performance.
• Opportunities for professional development and continued learning.
• Optional 401K, FSA, and equity incentives.
• Mental health benefits through an outside provider.
• Lower-cost GLP-1 options through an outside provider.
• Benefits may differ by incubation and apply to full-time roles.