Senior IT Support Analyst I

Description

The company builds rockets, spacecraft and critical subsystems for space missions, including missions to the Moon and Mars.

This senior role is based on site at the Wallops Island (LC2) office, where you will be the most senior IT support person for LC2 staff. You will work with the IT Client Services Lead and several IT teams, including Infrastructure and Launch, on space technology programmes.

The role suits someone who wants autonomy and ownership of a facility, with the wider IT team available to help on technical solutions. Sound engineering judgement, curiosity and a commitment to keep learning are essential.

Responsibilities

• Deliver day-to-day IT services efficiently across the company's site.
• Log and update tickets in the support desk for incidents, requests, problems, changes and projects, and keep the related documentation current.
• Solve complex IT faults on your own where no runbook exists, then write one.
• Instruct, guide and support staff across the site, and provide documentation for them.
• Support Launch and Mission Operations during launch periods.
• Take ownership of the on-site clients, servers and network.
• Build working relationships with site leadership, engineers and technicians.
• Act as the go-to subject matter expert for IT on site.
• Lead medium to complex IT projects from start to finish, working with the wider IT team on technical solutions.

Requirements

• Have 5+ years in IT support, systems or infrastructure roles, plus a STEM degree or an equivalent technical background.
• Have shown you can work for long periods with limited onsite supervision.
• Understand a service delivery framework such as ITIL, and have hands-on experience with formal change, incident, problem and configuration management.
• Have experience across most of the areas below, and deep capability in at least three of them:
• Windows and Linux desktop and server operating systems, including imaging, maintenance, patching and troubleshooting.
• PC and server hardware, including building, repair, upgrades and component-level diagnosis.
• Networking, including switching, VLANs, routing basics, TCP/IP, DNS, DHCP, wireless, PoE, structured cabling, fibre and troubleshooting.
• Scripting and automation, for example PowerShell, Python or Bash.
• Active Directory and Group Policy.
• Monitoring, alerting and observability platforms.
• Have owned a medium to complex end-to-end IT project, from requirements and planning through implementation, testing, stakeholder coordination and ongoing support.
• Be familiar with common AI platforms. You can write effective prompts, assess AI-generated output, and spot where AI can improve service delivery and efficiency.
• Solve problems well and analyse them with the bigger picture in mind.
• Explain complex technical ideas clearly to a non-specialist audience.
• Nice to have: certifications in ITIL, CompTIA (A+, Network+, Security+), Microsoft or a network vendor.
• Nice to have: cloud experience with Azure, AWS or O365.
• Nice to have: virtualisation and public or private cloud, including IaaS, and infrastructure as code tools such as Ansible and Terraform.
• Nice to have: experience in industrial or OT environments.
• Nice to have: video surveillance and NVR platforms, media streaming, and radio or voice comms systems.
• Nice to have: telemetry, time-series or test data pipelines and storage.
• Nice to have: knowledge of security and compliance frameworks such as NIST 800-171, CMMC or ISO 27001.
• Nice to have: experience in fast-paced high-tech industries such as semiconductors or aerospace, supporting engineers, labs, manufacturing, and critical operations such as mission control, launch and test.

Conditions

Shifts may include evenings and weekends, and you may be on an on-call rotation as needed.

Domestic and international travel may occasionally be required.

The role may involve long periods of sitting, standing, walking and computer work, with occasional moderate noise, dust and fumes in production areas.

The expected base pay range for Virginia is $75,200 to $94,000 USD, shown under the state's pay transparency rules. Final pay depends on individual qualifications and experience.

US office roles: to meet US space technology export rules, including ITAR, you must be a US citizen, a lawful permanent resident, a refugee or asylee lawfully admitted to the US, or eligible to obtain the required authorisations from the US Department of State and/or Department of Commerce, as applicable.

New Zealand office roles: background checks, including nationality checks, are carried out before any offer. You must be eligible to access ITAR-regulated equipment and data. You may be ineligible if you do not hold citizenship of Australia, Japan, New Zealand, Switzerland, the EU or a NATO member country, or if you hold ineligible dual citizenship or nationality.

Benefits

• Base salary is one part of the package. You may be eligible for company stock or cash incentives, and can buy discounted stock through the Employee Stock Purchase Program.
• Medical, dental and vision insurance.
• 401(k) retirement plan options.
• Vacation, holiday and sick leave, all paid.
• Paid parental leave.
• Other discounts and perks.