IT Support Technician (Help Desk)

Description

Company Background and Summary

Vivace is an innovative aerospace and defense engineering and manufacturing company specializing in the design, development, manufacture, and testing of integrated spaceflight systems, aerostructures, precision tooling, and advanced aerospace components. Located within NASA's Michoud Assembly Facility, Vivace supports some of the world's most advanced commercial aerospace, defense, and space programs through engineering excellence, manufacturing expertise, and a commitment to mission success.

Vivace is entering an exciting period of accelerated growth, operational expansion, and organizational development. The Human Resources team plays a critical role in supporting this growth by building strong leaders, developing scalable people processes, and creating an engaging, high-performance culture.

The IT Support Technician is the local point of contact for employees across production, engineering, and administration, providing day-to-day technical support, endpoint management, and hands-on assistance across shifts. The role ensures reliable user and shop-floor technology while escalating infrastructure and security matters to the platform team.

What You Will Own (Essential Functions)

• First-line IT support across shifts — hardware, software, accounts, shop-floor terminals, printing, and connectivity.
• Endpoint management — imaging, deployment, patching, and lifecycle in line with platform security baselines.
• Hands-and-eyes support supporting shop-floor data-collection devices and terminals in partnership with the platform team.
• User account and access support (with proper approvals) via the platform identity system.
• Adherence to security policy in a CMMC L2 / ITAR environment — device compliance, removable-media rules, and reporting concerns.

Requirements

Qualifications and Skills

Education & Experience

• 2+ years in a help desk / desktop support role.
• Solid Windows, Microsoft 365, and endpoint troubleshooting skills.
• Strong customer-service orientation; comfortable supporting a manufacturing floor across shifts.
• Ability to work on-site in New Orleans, LA.

Preferred Qualifications

• Experience in a manufacturing, aerospace, or regulated environment.
• Familiarity with Microsoft GCC High, Intune, or Active Directory/Entra.
• Exposure to shop-floor / MES data-collection systems.
• CompTIA A+ or similar certification.

Key Performance Indicators

• Meet IT support response and resolution SLAs across all shifts.
• Minimize production and engineering downtime caused by IT issues.
• Maintain 95%+ endpoint compliance with security and patching standards.
• Maintain CMMC Level 2 / ITAR compliance and timely incident reporting.
• Ensure accurate account, access, and asset management.
• Maintain strong user satisfaction and escalation quality.

Personal Attributes

• Highly self-motivated and directed.
• Keen attention to detail.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to work both independently and in a team-oriented, collaborative environment.

Work Conditions

• Ability to work onsite, including hours outside of a normal working day, to meet critical deadlines.
• This position operates within a precision manufacturing environment supporting the production of mission-critical aerospace and defense components. Success requires a high sense of urgency, attention to detail, proactive problem-solving, and the ability to coordinate effectively across multiple departments to ensure uninterrupted manufacturing operations and customer delivery commitments.
• Ability to work safely in a manufacturing environment, including walking the production floor, climbing stairs or ladders, occasionally lifting up to 25 pounds, and wearing required personal protective equipment (PPE).

Additional Requirements

• This position requires the use of information or access to hardware subject to the International Traffic in Arms Regulations (ITAR). All applicants must be U.S. persons as defined by ITAR.
• Able to obtain and maintain a U.S. security clearance.

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, skills, education, and experience.

Vivace International Corporation is an Equal Opportunity Employer including Disability/Vets.