IT Support Specialist II

As a key member of Virgin Galactic's IT team, the IT Support Specialist will deliver high-quality technical support to a dynamic, fast-paced organization. This role is responsible for administering and troubleshooting Microsoft 365 environments, supporting Windows and macOS endpoints, managing remote access solutions, and resolving escalated software and hardware issues both onsite and remotely. The position requires a proactive, customer-focused professional who can independently diagnose and resolve technical problems while maintaining strong response times and user satisfaction. The ideal candidate brings solid experience with Active Directory, Office 365, endpoint imaging, and enterprise networking fundamentals, along with excellent communication skills, attention to detail, and the ability to collaborate effectively across all levels of the organization.

Shift: 12pm-8pm

Responsibilities

• Demonstrate a proactive, motivated attitude with a strong passion for IT and customer service

• Administer, install, and troubleshoot Microsoft 365 environments

• Resolve escalated software issues related to Windows 11 and associated applications

• Assign, manage, and troubleshoot remote access solutions both remotely and onsite

• Diagnose and resolve software issues in both remote and onsite support settings

• Maintain fast response times to ensure maximum uptime for users and critical systems

• Configure, deploy, repair, and provide troubleshooting support for hardware and software based on documented procedures or management direction, including:

• Desktop, laptop, and tablet computers (Windows and macOS)

• Mobile devices

• Outlook, Teams, Zoom, OneDrive, and SharePoint

• Perform Active Directory and Microsoft 365 administrative tasks, including password resets, user profile creation/updates, and group membership changes

• Provide high-quality support for approved software and hardware by approaching technology from the end-user's perspective and delivering excellent customer service

• Escalate unresolved or unfamiliar issues to the appropriate internal teams or external support providers

• Effectively utilize and troubleshoot all Microsoft Office 365 applications

• Support and troubleshoot remote meeting and collaboration tools

• Work collaboratively to achieve goals and/or complete assigned tasks

• Adhere to set directions and guidelines from team leader to support collaboration across teams to complete projects

• Perform additional responsibilities as assigned by the Team Lead, Manager, or Director

• Minimum 3 years of IT experience supporting a company size of 500+ employees

• Microsoft or CompTIA certificates in relevant technologies

• Willingness to learn new processes and technologies

• Ability to work in a fast-paced environment

• Understands the importance of confidentiality

• Attention to detail

• Ability to independently analyse and solve problems.

• Strong interpersonal and communication skills and the ability to interact effectively with all levels in the organization

• Experience with the following software and hardware: Active Directory, Exchange 365, Office 365, WAN/LAN topology, Antivirus, various wireless services & equipment support

• Previous experience with ticketing systems

• Experience imaging PCs via Acronis or related software

• Knowledge of all Microsoft Windows and Mac OS & Office technologies (MacOS, Windows 10 & Office 365)

• Create a high level of user satisfaction through accurate and timely follow-up & strong technical skills

• Must demonstrate organizational and time management skills

• Ability to communicate in a manner that is timely, respectful, and open to other ideas

• Demonstrate willingness to adjust thinking and behaviour

*The Employer retains the right to change or assign other duties to this position.

Physical and/or Additional Requirements

• Must be able to work flexible hours outside of normal business hours

• Be part of on call rotation

• Must be able to sit or stand for extended periods

• Must be able to stoop, bend, crawl, and being able to maneuver in tight spaces

• Ability to routinely lift 20-30 lbs. and occasionally lift and move 40 lbs (unassisted)

The annual U.S. base salary range for this full-time position is $58,240.00-$80,600.00. The base pay actually offered will vary depending on job-related knowledge, skills, location, and experience and take into account internal equity. Other forms of pay (e.g., bonus or long term incentive) may be provided as part of the compensation package, in addition to a full range of medical, financial, and other benefits, dependent on the position offered. For more information regarding Virgin Galactic benefits, please visit https://vgcareers.virgingalactic.com/global/en/benefits

Virgin Galactic is an aerospace and space travel company, pioneering human spaceflight for private individuals and researchers with its advanced air and space vehicles. We are making the dream of space travel a reality, delivering spaceflight at an unprecedented frequency, with the development of next generation space vehicles., For individuals seeking employment at our Phoenix Mesa Gateway Airport facility, employment is contingent upon you obtaining and maintaining a TSA authorized security badge. This includes initial and annual mandatory background checks that are governed by TSA, and conducted by the Phoenix Mesa Gateway Airport badging office.