IT Support Specialist I

It Support Specialist

If you are looking for a challenging opportunity that will ignite your passion for designing cool and innovative products, are exceptionally creative, are a great problem solver and can make things happen - apply today!

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 troubleshooting Microsoft 365 environments, provisioning and supporting Windows and macOS endpoints, and resolving software and hardware issues both onsite and remotely. The position requires a proactive, customer-focused professional who can diagnose and resolve common technical problems using documented procedures, with support from senior team members, while maintaining strong response times and user satisfaction. The ideal candidate brings familiarity with Active Directory, Office 365, and endpoint imaging, along with excellent communication skills, attention to detail, and the ability to collaborate effectively across all levels of the organization. Support the company strategy by holding ourselves and one another accountable for getting the work done.

Responsibilities

• Demonstrate a proactive, motivated attitude with a strong passion for IT and customer service
• Resolve software issues related to Windows 11 and associated applications
• Assign and troubleshoot remote access solutions both remotely and onsite
• Maintain fast response times to ensure maximum up time 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, including a summary of troubleshooting steps already taken
• Follow knowledge base articles and documented procedures, and flag documentation that is outdated or unclear
• Document resolutions clearly in the ticketing system so issues can be picked up by any team member
• 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

Required Skills and Experience

• Minimum 1 year of IT support experience (or equivalent education/internship experience), ideally supporting a company size of 500+ employees
• 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 analyse and solve routine problems, with sound judgment about when to escalate
• Strong interpersonal and communication skills and the ability to interact effectively with all levels in the organization
• Familiarity with the following software and hardware: Active Directory and Microsoft 365
• Previous experience with ticketing systems
• Exposure to endpoint imaging/deployment tools (e.g., Microsoft MECM or similar) preferred
• Working knowledge of Windows 11, macOS, and Microsoft 365 applications
• 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

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)