Senior IT Support Analyst I

Description

The company is an end-to-end space business that designs and builds rockets, spacecraft and key subsystems, with goals that reach the Moon and Mars. It builds real hardware for missions and moves quickly.

This is a senior on-site IT role at the company's Middle River, MD office. You will be the most senior IT person for staff at the site and will work closely with the IT Client Services Lead and several IT teams, including Infrastructure and Launch.

You will look after the site's clients, servers and network, and support both staff and Launch Engineers and Technicians. The role suits someone who wants autonomy and ownership of the facility, backed by the wider IT team when working through technical solutions. Strong engineering judgement, natural curiosity and a steady drive to learn are essential. The work keeps systems running for space technology programs.

Responsibilities

• Run day-to-day IT service operations that deliver services to the site.
• Log and update support desk tickets across incidents, requests, problems, changes and projects, and keep the related documentation current.
• Work through complex IT faults on your own where no runbook exists, then write one.
• Give teams across the site instruction, guidance, hands-on technical support and documentation.
• Support Launch and Mission Operations during launch periods.
• Take ownership of the site's clients, servers and network.
• Build working relationships with site leadership, engineers and technicians.
• Act as the go-to IT subject matter expert on site.
• Own medium to complex IT projects from start to finish, working with the wider IT team on the technical solutions.

Requirements

• Five or more years in IT support, systems or infrastructure roles, with a STEM degree or an equivalent technical background, and a record of working with limited onsite supervision.
• Working knowledge of ITIL or a similar service delivery framework, with hands-on experience in formal change, incident, problem and configuration management.
• Solid experience across most of the areas below and deep skill in at least three:
• Windows and Linux desktop and server systems, covering imaging, upkeep, patching and troubleshooting.
• PC and server hardware, including building, repairing, upgrading and diagnosing faults at component level.
• Networking, such as switching, VLANs, routing basics, TCP/IP, DNS, DHCP, wireless, PoE, structured cabling and fiber, plus troubleshooting.
• Scripting and automation with tools such as PowerShell, Python or Bash.
• Active Directory and Group Policy.
• Monitoring, alerting and observability platforms.
• Experience owning a medium to complex IT project end to end, from requirements and planning through implementation, testing, stakeholder coordination and ongoing support.
• Familiarity with common AI platforms, including writing effective prompts, judging the quality of AI output, and finding ways AI can improve service delivery and efficiency.
• Strong problem-solving and analytical skills, with the ability to see the wider picture and link ideas.
• Able to explain complex technical ideas clearly to a general audience.
• Nice to have: ITIL, CompTIA (A+, Network+, Security+), Microsoft or network vendor certifications.
• Nice to have: Azure, AWS or O365 cloud technologies.
• Nice to have: virtualization, public or private cloud, IaaS, and IaC tools such as Ansible and Terraform.
• Nice to have: industrial or OT environments.
• Nice to have: video surveillance and NVR platforms, media streaming, and radio or voice communications systems.
• Nice to have: telemetry, time-series or test data pipelines and storage.
• Nice to have: security and compliance frameworks such as NIST 800-171, CMMC or ISO 27001.
• Nice to have: experience in fast-moving high-tech sectors such as semiconductors or aerospace, supporting engineers, labs, manufacturing and critical operations like mission control, launch and test.

Conditions

Based onsite at the Middle River, MD office.

Shifts may vary and can include evenings and weekends, plus an on-call rotation as needed.

Occasional domestic and international travel may be required.

Long periods of sitting, standing, walking and computer work, with occasional moderate noise, dust and fumes in production areas.

Base pay for MD is $82,400 to $103,000 USD, with the final level and salary set case by case based on job-related knowledge and skills, education and experience.

Work in US offices is subject to ITAR, so you must be a US citizen, lawful permanent resident, refugee or asylee, or be eligible to obtain the required authorizations from the US Department of State and/or Department of Commerce, as applicable.

For New Zealand offices, background checks, including nationality checks, happen before any offer. You must be able to access ITAR-regulated equipment and data, and you may be ineligible if you do not hold citizenship of Australia, Japan, New Zealand, Switzerland, the European Union or a NATO country, or if you hold ineligible dual citizenship or nationality.

Benefits

• Company equity may be offered.
• Top-tier medical HMO and PPO plans, plus a 100% company-sponsored medical HSA plan option.
• Dental and vision coverage.
• 3 weeks paid vacation and 5 days sick leave per year.
• 11 paid holidays per year.
• Flexible spending and dependent care savings accounts.
• Paid parental leave, disability insurance and life insurance.
• 401(k) retirement plan with company match.
• Discounted employee stock purchase program.
• Free snacks and drinks onsite.
• Eligibility depends on employment status. Benefit programs can change at the company's discretion, and your recruiter can share the full list for this role.