Help Desk Analyst II

We are looking for a Help Desk Analyst II to provide dependable, independent support for the people who build space superiority. You resolve common issues without waiting for step-by-step direction, and you take on more complex problems across endpoints, identity, network connectivity, applications, and the systems that support the business. You own assigned tickets through resolution, communicate clearly with employees, and escalate issues with enough diagnostic detail that the next person can act immediately. You play an important role in employee onboarding and device readiness, from configuring and staging equipment to troubleshooting access, application, and endpoint issues that arise before or during a new hire’s first day. This is hands-on systems administration in the workplace technology environment: you work across accounts, access, endpoints, networking, and departmental tools. You document solutions, improve the knowledge base, and turn recurring issues into better processes. You must be able and willing to submit for a U.S. security clearance., * Provide Tier 1 and Tier 2 help desk support for hardware, software, accounts, access, endpoints, network connectivity, and business applications

• Own assigned tickets from intake through resolution, including troubleshooting, employee communication, follow-up, and escalation when needed.
• Independently troubleshoot common Windows, macOS, driver, profile, configuration, VPN, Wi-Fi, DNS, DHCP and device connectivity issues
• Configure, image, stage, deploy and support Windows and macOS devices in accordance with documented procedures and security requirements
• Support employee onboarding by resolving device, account, access and application issues before and during the new hire’s first day
• Learn and confidently deliver the company’s onboarding messaging, assisting with onboarding presentations and ensuring new hires receive a clear, consistent introduction to IT
• Escalate complex or cross-functional issues with complete documentation of symptoms, impact troubleshooting performed, and relevant diagnostic information
• Create and improve knowledge base articles, runbooks and repeatable troubleshooting procedures
• Identify recurring issues and recommend practical improvements to reduce repeat tickets

• 4+ years of experience in help desk, desktop support, or systems administration in a fast-paced environment
• Experience independently resolving endpoint, access, application, and connectivity issues
• Demonstrated ability to troubleshoot issues methodically, using structured diagnostic reasoning to identify root causes and implement effective, compliant solutions
• Experience working a T1-T2 ticket queue, including triage, resolution, and escalation
• Demonstrated ability to support both Windows and macOS endpoints
• Experience with general systems administration, including accounts, access, basic networking and core productivity tools
• Track record of delivering timely, high-quality support to non-technical users
• Ability and willingness to submit for a U.S. security clearance

PREFERRED SKILLS AND EXPERIENCE

• Consistent experience supporting employees in high growth environments
• Previous experience helping scale IT operations as an organization grows from hundreds to thousands
• Familiarity with identity platforms and devices such as Entra ID, Okta, Intune & Yubikeys
• Familiarity with basic networking troubleshooting, including Wi-Fi, VPN, and DNS
• Experience supporting departmental applications, permissions, configurations or employee/team workflows
• Experience providing executive support
• Experience scripting or automating routine tasks
• Experience supporting users in a secure or regulated environment
• Active or prior U.S. security clearance

• Be the offset. We create asymmetric advantages with creativity and ingenuity.
• What would it take? We challenge assumptions to deliver ambitious results.
• It’s the people. Our team is our competitive advantage and we are better together.

BENEFITS & PERKS*

• Best-in-class healthcare: 100% company-paid medical, dental, and vision coverage for you and your dependents, with HSA/HRA options
• Generous time off: Flexible Time Off (FTO) for exempt employees, accrued PTO of up to 25 days for non-exempt employees, plus 12 paid holidays; Parental Leave; Sick Leave
• Fuel for your day: Daily catered lunch and unlimited snacks for in-office employees
• And more: 401(k) retirement plan, fitness reimbursement, and Dog Fridays

• Equity participation: Equity is included as part of our total compensation package, giving you an opportunity to share in the company’s success., * Base Salary: $65,000 - $95,000

• Equity + Benefits including Health, Dental, Vision, HRA/HSA options, PTO and paid holidays, 401K, Parental Leave

Your actual level and base salary will be determined on a case-by-case basis and may vary based on the following considerations: job-related knowledge and skills, education, location, and experience.