Sr IT Support Specialist

The Senior IT Support Specialist serves as the primary escalation point for end-user support, infrastructure operations, and enterprise technology services. Under limited supervision, this role provides advanced technical support to employees, technicians, consultants, and customers while leading complex troubleshooting efforts, mentoring junior staff, and driving continuous process improvement.

This position supports and maintains a broad range of IT systems, including end-user devices, servers, networking equipment, telecommunications, security technologies, cloud platforms, and business applications. The Senior IT Support Specialist also serves as a Subject Matter Expert (SME), contributing to technology projects, cybersecurity initiatives, and the development of IT standards and best practices that support business operations. This role will partake in continuous process improvement, be accountable to company policies and procedures. In addition, draft, revise and update IT SOP’s and lead one or more IT or Company initiatives as the SME. Position is 100% On Site with potential 25% travel.

Primary Responsibilities:

Below are the highest priority responsibilities performed in this position.

The statements below are intended to describe the general nature and level of work being performed.

They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required.

End-User Support & Escalation:

• Provide advanced technical support for hardware, software, network, system, and application-related issues for internal and external customers.
• Serve as the primary escalation point for complex technical issues, performing root cause analysis and implementing effective long-term solutions.
• Manage and prioritize support requests to ensure timely resolution, service excellence, and adherence to established service levels.
• Provide technical leadership, guidance, and mentoring to junior IT staff while promoting best practices and knowledge sharing across the team.

Systems Administration & Endpoint Management:

• Build, configure, deploy, maintain, troubleshoot, and upgrade desktops, laptops, tablets, Surface devices, mobile devices, and related peripherals.
• Administer employee and contractor accounts, permissions, and access controls within Active Directory, Azure Active Directory (Entra ID), Microsoft 365, and related systems.
• Support Windows desktop and server operating systems, including software deployment, system maintenance, patching, and troubleshooting.
• Support remote users and remote access technologies, including VPN, Remote Desktop Services (RDP), and cloud-based applications.
• Manage all aspects of employee and contractor technology lifecycles, including onboarding, equipment deployment, access management, transfers, and offboarding.

Infrastructure & Network Support:

• Provide hands-on support and administration for servers, network infrastructure, telecommunications systems, and facility-based technology solutions.
• Troubleshoot and maintain server and network services, including DNS, DHCP, authentication systems, file shares, access permissions, and connectivity issues.
• Support enterprise network infrastructure, including switches, routers, firewalls, wireless access points, UPS systems, fiber and structured cabling, and network installations.
• Assist with infrastructure upgrades, technology deployments, equipment replacements, and support of customer and facility-specific operational systems.

Telecommunications & Security Systems:

• Configure, maintain, and troubleshoot VoIP phone systems, telecommunications equipment, paging systems, and related technologies.
• Support security cameras, video recording systems, access control systems, alarm systems, and other facility security technologies.
• Assist with implementation, maintenance, monitoring, and improvement of authentication and security-related systems.

Cybersecurity & Compliance:

• Actively participate in cybersecurity initiatives, including endpoint protection, vulnerability remediation, access reviews, security audits, and compliance activities.
• Assist with implementing and maintaining security controls, policies, and best practices.
• Support multifactor authentication (MFA), identity and access management solutions, and endpoint management platforms.
• Ensure compliance with company policies, regulatory requirements, and information security standards.

Asset Management & Administrative Support:

• Manage inventory, procurement, deployment, tracking, and lifecycle management of IT hardware and software assets.
• Coordinate shipping and receiving of computers, servers, phones, networking equipment, and other technology assets.
• Maintain accurate records of equipment, software licenses, user accounts, and technology-related assets.
• Document all support activities, maintenance work, infrastructure changes, and project tasks within the IT service management platform.

Print & Specialized Technology Support:

• Support and maintain enterprise printers, scanners, label printers, and related office equipment.
• Coordinate with vendors regarding maintenance, repairs, replacements, and equipment disposal.
• Support specialized business applications, cloud solutions, testing software, anti-malware platforms, shipping and receiving applications, and other business-critical technologies.

Process Improvement & Leadership:

• Lead continuous improvement initiatives to enhance service quality, operational efficiency, and the overall user experience.
• Develop, maintain, and improve IT standard operating procedures (SOPs), technical documentation, knowledge base articles, and support processes.
• Identify and implement opportunities to standardize, automate, and optimize IT operations, service delivery, and technology utilization.
• Serve as a Subject Matter Expert (SME) and technical lead for assigned technologies, projects, system upgrades, and organizational initiatives while collaborating with business stakeholders, vendors, and cross-functional teams.

• Associate degree in Information Systems, Computer Science, Information Technology, or a related field, or an equivalent combination of education, certifications, and relevant experience.
• 5-8 years of progressive hands-on IT support experience in a corporate, multi-user environment.
• Experience supporting Microsoft Windows operating systems, Microsoft 365, enterprise productivity applications, and Active Directory environments.
• Experience troubleshooting and supporting desktop, laptop, server, mobile device, peripheral hardware, and user access-related issues.
• Experience supporting network infrastructure, telecommunications systems, enterprise printers, and related technologies.
• Experience utilizing IT service management (ITSM) and ticketing systems to manage support requests, document work activities, and maintain service records.
• This role is required to be on-site in a lab with up to 25% travel., * Bachelor’s degree in Information Systems, Computer Science, Cybersecurity, or a related technical field.
• Relevant industry certifications preferred, such as Microsoft, CompTIA, Cisco, ITIL, or other technology-focused certifications.
• Experience supporting Microsoft Entra ID (Azure AD), Intune, Microsoft Teams, SharePoint, Microsoft 365, and cloud-based environments.
• Experience with virtualization technologies, endpoint management platforms, cybersecurity tools, and vulnerability management processes.
• Experience leading IT projects, technology implementations, infrastructure upgrades, and process improvement initiatives.
• Experience serving as a technical escalation resource, mentoring junior IT staff, and supporting manufacturing, testing, laboratory, or other operational technology environments.

Knowledge and Skills:

Technical Knowledge:

• Advanced knowledge of Microsoft technologies, including Active Directory, Microsoft Entra ID (Azure AD), Group Policy, Microsoft 365, Exchange, Teams, SharePoint, Windows desktop and server operating systems, and identity and access management.
• Strong understanding of network and infrastructure technologies, including ZTNA, High Availability, TCP/IP, DNS, DHCP, VLANs, routing, switching, wireless networking, VPNs, structured cabling, and enterprise connectivity solutions.
• Experience with endpoint and systems management, including device imaging, software deployment, patch management, asset lifecycle management, and endpoint administration.
• Knowledge of cybersecurity and enterprise technology solutions, including endpoint protection, multifactor authentication (MFA), vulnerability management, VoIP systems, telecommunications, surveillance systems, and physical security technologies.

Professional Skills:

• Strong troubleshooting, analytical, and problem-solving skills with the ability to diagnose complex technical issues and implement effective long-term solutions.
• Excellent customer service, interpersonal, and relationship-building skills with a commitment to delivering a high-quality support experience.
• Strong organizational, time-management, and prioritization skills with the ability to manage multiple tasks and deadlines in a fast-paced environment.
• Demonstrated leadership, mentoring, collaboration, and independent decision-making abilities, with the capability to work effectively with minimal supervision.
• Excellent verbal and written communication skills, including the ability to communicate technical concepts clearly to both technical and non-technical audiences.
• Commitment to continuous learning, process improvement, and the development, documentation, and standardization of support procedures and operational best practices.

Pulled from the full job description

• Tuition reimbursement
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance
• Flexible spending account, Employees are eligible to participate in the benefits offered throughout their availability, including the following:
• Medical, Dental, Vision, Short- and Long-Term Disability, Life Insurance, Flexible Spending Accounts
• Seven (7) paid holidays and four (4) paid floating holidays, depending on your hire date
• Paid Time Off (PTO), accrued biweekly
• 401k with employer match
• Twelve (12) hours of Paid Volunteer Time Off (PVTO) each year
• Tuition reimbursement and other employee programs
• Flexible schedules offered at some of our labs
• Monthly Lab Bonus plans (Based on position), At EUSSD, compensation is determined through a comprehensive approach that considers candidate qualifications, role responsibilities, market benchmarks, and organizational needs. Pay may vary by location; for this position with potential eligibility for bonuses or commission depending on the role.

Element U.S. Space & Defense stands at the forefront of testing innovation, serving as a trusted partner to NASA, the U.S. Department of Defense, government agencies, and prominent industry leaders across the space and defense sectors. Founded as NTS Technical Systems, our company brings over 60 years of experience and expertise in handling the most complex projects and programs in the world.

From centrifuge testing for the latest Mars rover, vibration testing for the Space Launch System (SLS), to environmental simulations for next-generation missiles, we are the pioneering partner for highly custom, end-to-end testing design and implementation. By advancing our state-of-the-art testing technologies, subject matter expertise, and service to critical missions, Element U.S. Space & Defense has become the go-to partner for ground-breaking industries.

What We Offer:

Growth & Development:

• Opportunities for professional development and career advancement.
• A collaborative and innovative work environment.
• The chance to work on groundbreaking projects that shape the future of space and defense.