IT Helpdesk Technician

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.

Location: This position is on-site in Syracuse, NY, with local travel between company facilities required.

Responsibilities

• 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.
• Assist users with Microsoft365 issues including licensing, Outlook, Teams, and Office apps.
• Troubleshoot hardware, networking, VPN, wireless connectivity, and peripheral issues.
• Support troubleshooting our engineering and business applications, including software installation, configuration, licensing, and user access management. Escalate complex issues to system/network administrators, network security or application specialists.
• Be available for after-hours or weekend support when necessary to assist with critical updates, maintenance, or business continuity efforts.

• Perform user and system administration:
• System Setup and Configuration: Install, configure, and maintain computer systems
• Manage user account, permissions, group memberships, and access requests within Active Directory and Microsoft 365 in accordance with company access control policies and least-privilege principles
• Assist with 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 our various network printers 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 with Leadership and the Information Technology and Information Security Teams to 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, mobile devices and 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/or Information System Security Manager (ISSM).
• Maintain accurate inventory 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 deactivation in accordance with company security policies.

Required Qualifications

• 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 organizations operating in 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.

Equal Opportunity Employer

Hidden Level is an Equal Opportunity Employer. We consider all qualified applicants for employment without regard to race, color, religion, national origin, sex, pregnancy, sexual orientation, gender identity, age, veteran status, disability, or any other status protected by applicable federal, state, or local law.

Security Note

Due to the nature of Hidden Level's technology, only U.S. citizens can be considered for this position.