IT Helpdesk Technician

Hidden Level is transforming airspace safety with innovative, scalable drone detection and airspace technology. We provide real-time, actionable data to enhance security across various environments. As we expand, we're looking for an IT Helpdesk Technician who will serve as the first point of contact, support, end-users across macOS, Windows 10/11, and Ubuntu environments. This individual will initially report directly to the Director of Information Technology and Information Security and work closely with a broader technical team to ensure that user-facing systems are secure, reliable, and fully operational. A strong understanding of user support, system administration, and IT best practices is essential to succeed in this role., Provide first-level technical support across a mixed-OS environment: Monitor, respond to and resolve IT support tickets in a timely and professional manner, documenting issues and solutions in the helpdesk system.

• Support and troubleshoot user issues across macOS, Windows 10/11, and Ubuntu desktops and laptops.

• AssistuserswithMicrosoft365 issues including licensing, Outlook, Teams, and Office apps.

• Troubleshoot hardware, networking, VPN, wireless connectivity, and peripheral issues.

• Supporttroubleshooting ofengineering andbusiness applications, including software installation,configuration,licensing, and user access management.Escalate complex issues to system/networkadministrators,networksecurityor application specialists.

• Be available for after-hours or weekend support when necessary toassistwith critical updates, maintenance, or business continuity efforts.

Perform user and system administration:

• System Setup and Configuration: Install, configure, andmaintaincomputer systems

• Manage user account, permissions, group memberships, and access requests within Active Directory and Microsoft 365in accordance with company access control policies and least-privilege principles

• Assistwith administration and maintenance of Windows Server environments, file shares, and other shared resources.

• Support device compliance, endpoint security policies, software deployment, and application management through Microsoft Intune or similar endpoint management platforms.

• Take the lead on supporting ourvarious networkprinters throughout the company and expanding functionality.

• Support cross department projects that relate to desktop support or IT administrative oversight.

Collaborate and communicate effectively:

• Serve as a liaison between users and technical staff for escalated issues.

• Collaborate withLeadership and theInformation Technology and Information Security Teamsto ensure compliance with internal policies and security standards.

• Maintain detailed documentation of common problems, procedures, and resolutions.

Support compliance and security efforts:

• Support the organization's compliance efforts related to NIST SP 800-171, CMMC, and other applicable cybersecurity requirements through secure administration of user accounts, endpoint devices,mobiledevicesand IT systems.

• Follow established security procedures and promptly report security incidents, vulnerabilities, or policy violations to the Director of Information Technology and Information Security and/orInformation System Security Manager (ISSM).

• Maintainaccurateinventory records for assigned endpoint devices, mobile devices, peripherals, software assets, and system ownership information.

• Execute onboarding and offboarding procedures, including account provisioning, access modifications, device deployment, mobile device assignment and recovery, asset recovery, and account deactivationin accordance withcompany security policies.

• Associate Degree in Information Technology with 1+ year of relevant experience, or a High School Diploma/GED with 3+ years of hands-on IT support experience.

• Demonstrated experience troubleshooting hardware, software, networking, and endpoint management issues.

• An understanding of desktop operating systems, including macOS, Windows, and Ubuntu.

• Familiarity with Active Directory, Windows Server, and Microsoft 365 administration.

• Experience working in a helpdesk or ticket-based environment.

• Familiarity with Microsoft Intune or similar MDM/MAM platforms for device management.

• Working knowledge of NIST SP 800-171, CMMC, or other regulated cybersecurity frameworks is preferred.

• Eagerness to learn and grow in a fast-paced technical environment.

• Strong internal customer service skills and the ability to communicate effectively with both technical and non-technical users.

Preferred Qualifications

• CompTIA A+, Network+,and/or Security+ certification.

• Experience supporting engineering, software development, or research environments.

• Experience supporting organizationsoperatingin regulated environments requiring compliance with NIST SP 800-171, CMMC, DFARS, or other government cybersecurity requirements.

• Experience with Microsoft Defender, Intune, or endpoint security tools.

Physical Requirements

• Ability to lift and transport computer equipment up to 50 pounds.

• Ability to move and install desktop equipment, monitors, and peripherals.

• Ability to travel between company facilities as needed.

Compensation and Benefits: Hidden Level offers a competitive salary and a comprehensive benefits package, including health insurance, paid parental leave, flexible time off, 401(k) with employer contributions, life insurance, disability insurance, and potential stock options.

Salary Range: The anticipated hourly range for this position based is estimated at $23-$28/hr. Please note that the salary information is a general guideline only. Hidden Level considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/ training, key skills as well as market and business considerations when extending an offer.