IT Help Desk Technician

Mach is a defense manufacturing company that builds munitions to help the United States win future wars. Backed by $85M in funding from top venture firms, our small lean team ideates, designs, manufactures, and sells cutting-edge weapons to the Department of Defense.

Role Summary:

We are seeking a proactive and customer-focused Systems Administrator to provide technical support within our growing organization. The successful candidate will be the first point of contact for technical assistance and will handle a wide range of IT support requests, from basic troubleshooting to more complex technical issues. You will play a critical role in ensuring that IT systems and services run smoothly and efficiently day-to-day.

Key Responsibilities:

• Serve as the first point of contact for employees seeking technical assistance with their IT equipment.

• Troubleshoot and resolve hardware, software, and network-related issues 

• Assist with the setup, configuration, and maintenance of workstations, laptops, mobile devices, and other equipment.

• Perform basic network troubleshooting, including diagnosing connectivity issues, resetting network devices, and verifying internet access.

• Manage user accounts and permissions in systems such as [Active Directory, Google Suite, Slack] and other enterprise platforms.

• Install, configure, and update software applications on workstations and resolve software-related issues.

• Provide support for peripheral devices such as printers, scanners, and monitors.

• Assist in maintaining IT documentation, including user guides, technical procedures, and asset inventories.

• Escalate complex or unresolved issues to senior level IT support personnel when necessary.

• Train users on the best practices for utilizing IT systems and resolving basic issues independently.

• Collaborate with other IT team members to ensure the smooth operation of all IT infrastructure.

Minimum Qualifications:

• 3+ years of experience in IT support or help desk roles.

• Proficiency with Windows, macOS, and Linux operating systems.

• Experience with Active Directory, Google Suite, Microsoft 365, and basic network troubleshooting.

• Familiarity with hardware setup, installation, and troubleshooting (e.g., laptops, desktops, printers).

• Understanding of basic network concepts (IP addresses, subnets, DNS, DHCP).

• Experience with help desk ticketing systems (e.g., Zendesk, Jira, ServiceNow).

• Excellent communication skills, both verbal and written.

• Strong problem-solving abilities and attention to detail.

• Ability to work independently and in a team environment.

• Customer-service oriented with the ability to handle requests professionally and efficiently.

Preferred Qualifications:

• Associate’s degree in IT, Computer Science, or a related field preferred.

• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft certifications) are a plus.

Example Tasks:

• Reset user passwords and manage account lockouts.

• Install, configure, and troubleshoot applications like Microsoft Office, VPN clients, and antivirus software.

• Assist users with hardware issues such as non-functioning peripherals, system crashes, or slow performance.

• Troubleshoot network connectivity issues by resetting routers, switches, or access points.

• Set up new user workstations, including operating system installations, software installations, and network configuration.

• Provide step-by-step assistance to users via phone or in person for resolving basic IT issues.

• Escalate unresolved issues to Level 3 or vendor support for further assistance.

• Collaborate with the IT team on small infrastructure projects or system upgrades.

Disclosures

This position may require access to information protected under U.S. export control laws and regulations, including the Export Administration Regulations (EAR) and the International Traffic in Arms Regulations (ITAR).  Please note that any offer for employment may be conditioned on authorization to receive software or technology controlled under these U.S. export control laws and regulations without sponsorship for an export license.

The salary range for this role is an estimate based on a wide range of compensation factors, inclusive of base salary only. Actual salary offers may vary based on (but not limited to) work experience, education and training, critical skills, and business considerations. Highly competitive equity grants are included in most offers and are considered part of Mach’s total compensation package. Mach offers benefits such as health insurance, retirement plans, and opportunities for professional development.

Mach is an equal opportunity employer committed to creating a diverse and inclusive workplace. All qualified applicants will be treated with respect and receive equal consideration for employment without regard to race, color, creed, religion, sex, gender identity, sexual orientation, national origin, disability, uniform service, Veteran status, age, or any other protected characteristic per federal, state, or local law, including those with a criminal history, in a manner consistent with the requirements of applicable state and local laws. If you’d like to defend the American way of life, please reach out!