IT Desktop Specialist

United Statesmid

Other

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Quick Summary

Key Responsibilities

in person, remotely, and via the ticketing system Manage the IT ticketing queue: logging, prioritizing,

Technical Tools

Other

Armaments Research Company (ARC) is a technology company dedicated to bringing real-time situational awareness and battlefield logistics capabilities to the warfighter. You will be an integral part of the ARC team managing program execution in support of our innovative and powerful IoT devices to enhance national security.

Our core offering is the ARC AI-Enabled Weapons Sensor (AEWS), which collects and transmits real-time tactical data to the cloud. This information enables battlefield/tactical awareness and aggregated insights into big data sets that do not exist today. ARC technologies were initially developed in partnership with DARPA and the National Science Foundation and leverage internet-of-things (IoT) technology and machine learning to derive actionable insights and transform operational responses. This novel technology will be deployed at scale to enhance safety, decision-making, and sustainment for the warfighter at the tactical edge.

Responsibilities

~1 min read

Serve as the primary point of contact for internal IT support requests across hardware, software, connectivity, and account issues
Troubleshoot and resolve technical issues across Windows and macOS environments: in person, remotely, and via the ticketing system
Manage the IT ticketing queue: logging, prioritizing, and resolving requests in a timely manner with clear communication throughout
Escalate complex issues to senior IT staff with thorough documentation of steps already taken
Provide A/V and technical support for team meetings, all-hands events, and customer demonstrations

Set up, configure, and deploy laptops and peripherals for new employees
Manage user accounts and access in Microsoft 365 and Azure Active Directory: creating, modifying, and disabling accounts as needed
Perform onboarding IT setup for new hires: accounts, devices, software, and access on Day 1
Perform offboarding IT tasks for departing employees: revoking access, recovering equipment, and securing accounts
Maintain and track IT asset inventory: devices, peripherals, cables, and accessories

Support basic network troubleshooting: WiFi connectivity, VPN access, and printer issues
Assist with software installations, updates, and patch management on employee devices
Support endpoint management using MDM tools (Intune, Jamf, or equivalent)
Assist with monitoring and maintaining ARC's Starlink and field connectivity solutions

Follow and help enforce ARC's IT security policies including password management, MFA, and acceptable use
Assist with maintaining ARC's CMMC Level 2 compliance posture; following established security procedures and escalating any anomalies
Support periodic access reviews and help maintain accurate records of user permissions
Complete required security awareness and CUI training and support team compliance with annual training requirements

Document common issues and resolutions in ARC's IT knowledge base; building a resource that makes the whole team more self-sufficient
Maintain accurate records in the IT ticketing system
Assist with updating IT procedures and runbooks as directed

Requirements

~1 min read

1+ year of experience in an IT Support, Help Desk, or Desktop Support role
Proficiency with Windows 10/11 troubleshooting and basic administration
Working knowledge of macOS (ARC is a mixed Windows/Mac environment)
Familiarity with Microsoft 365: Outlook, Teams, SharePoint, OneDrive
Basic understanding of networking fundamentals: WiFi, VPN, DNS, DHCP
Strong troubleshooting instincts: you approach problems methodically and don't give up easily
Excellent communication and interpersonal skills: patient, clear, and never condescending
Customer-service mindset: you genuinely enjoy helping people and take pride in fast, effective resolutions

Nice to Have

~1 min read

Experience with Active Directory or Azure AD user and group management
Familiarity with an IT ticketing system (Jira, ServiceNow, Zendesk, or similar)
CompTIA A+ certification (or currently studying for it)
Experience supporting a hybrid or remote workforce
Familiarity with MDM tools such as Microsoft Intune or Jamf
Interest in cybersecurity and a basic awareness of security best practices
Prior experience in a startup, defense contractor, or government environment

This position will require access to restricted information and facilities protected under U.S. laws and regulations, including the National Industrial Security Program Operating Manual (NISPOM). Please note that any offer for employment will be conditioned on any required authorization to receive access to such restricted information and facilities necessary to perform the responsibilities of the position.

Citizenship Verification: This position requires verification of U.S. Citizenship to meet federal government security screening requirements required for this role. The successful candidate must be a U.S. Citizen and otherwise eligible to obtain access to classified information and facilities necessary to perform the responsibilities of the position.