Tier 2 IT Helpdesk Technician

Job description

Quantum Space is redefining mobility and maneuverability in space. Our high-mobility spacecraft platforms support national security, civil, and commercial missions with unmatched flexibility and propulsion capability. We build fast and iterate quickly. **Who We're Looking For** We are seeking a Tier 2 IT Helpdesk Technician to provide second-level support and technical troubleshooting across the organization. In this role, you will work closely with our Service Desk to resolve escalated issues, maintain end-user system reliability, assist with systems administration tasks, and support ongoing IT and infrastructure initiatives. The ideal candidate thrives in a fast-paced environment, enjoys solving complex technical challenges, and is committed to providing reliable technical support across the organization. --- **Where You'll Make an Impact** - Resolve tickets escalated from our Service Desk, including OS, application, hardware, and network issues. - Provide hands-on technical support for workstations, laptops, mobile devices, and peripherals. - Assist with account provisioning, deprovisioning, access permissions, and identity management. - Support patching, updates, and configuration changes across Windows, macOS, and Linux endpoints. - Perform advanced troubleshooting through log review, diagnostics, and root-cause analysis. - Support software deployments, endpoint management, and system configuration rollouts. - Maintain asset records, participate in hardware lifecycle processes, and coordinate with vendors. - Assist with basic networking tasks, including VLAN changes, Wi-Fi troubleshooting, and connectivity issues. - Support cybersecurity initiatives, including secure configuration enforcement and incident response tasks under guidance. - Collaborate with engineering and IT programs to support smooth execution of tooling, technical projects, and operational changes. --- **What It Takes** - Strong understanding of Windows and macOS systems. - Experience supporting ticketing platforms such as Jira Service Management, ServiceNow, Zendesk, or similar tools. - Ability to analyze logs and diagnostic output to identify and resolve issues. - Understanding of basic networking concepts, including DNS, DHCP, VLANs, routing, switching, and VPNs. - Experience troubleshooting Microsoft 365, Azure AD, Exchange Online, and general SaaS applications. - Ability to create or update technical documentation, including runbooks and procedures. - Strong communication skills and an ability to support users of varying technical expertise. - 2–4 years of prior experience supporting escalated issues or working in a Tier 2 capacity. - Ability to hold and maintain a security clearance. --- **Nice-to-Have Experience** - Familiarity with Linux systems. - Familiarity with endpoint management tools such as Intune, Jamf, RMM solutions, or similar platforms. - CompTIA Security+ certification or willingness to obtain if required for compliance. - Experience supporting software deployments, endpoint configuration, or system administration activities. - Experience supporting cybersecurity or incident response activities. - Experience working in a fast-paced technical or engineering environment. --- **What You'll Get** - **Ownership** – A key role supporting IT reliability and productivity across the entire organization. - **Innovation** – Exposure to cloud services, identity management, automation tooling, endpoint technologies, and infrastructure solutions. - **Impact** – Directly support the systems and technology that enable Quantum Space teams to execute critical business and engineering operations. - **Growth** – Work alongside system administrators and engineers while building deeper technical skills and gaining exposure to a broad range of IT technologies. - **Compensation** – Competitive salary, equity, and comprehensive benefits including medical, dental, vision, generous leave, HSA, 401(k) matching, and equity participation. **Location: Rockville, MD or Hawthorne, CA** **Base Salary: $29–$40 per hour** The salary range for this role is determined based on a variety of factors including work experience, education, technical expertise, certifications, critical skills, and business considerations. Highly competitive equity grants are included in the majority of full-time offers and are considered part of Quantum Space's total compensation package. --- **Additional Requirements** To comply with U.S. Government space technology export regulations, including ITAR, applicants must be a U.S. citizen, lawful permanent resident, protected individual under 8 U.S.C. §1324b(a)(3), or otherwise eligible to obtain the required authorizations from the U.S. Department of State. --- **Apply now. Join us in building the next generation of spacecraft.**