IT Support Technician

IT Support Technician I

The IT Support Technician I will provide frontline technical support for Karman users, sites, endpoints, collaboration tools, and day-to-day technology operations. This role supports the Infrastructure & Site Operations function within the CIAIO organization and is responsible for delivering responsive, customer-focused support while helping maintain secure, reliable, and standardized technology services across the enterprise.

The IT Support Technician I will assist with service desk tickets, user support, endpoint setup, hardware troubleshooting, Microsoft 365 / GCC High collaboration tools, basic network triage, asset tracking, conference room technology, printer support, account/access coordination, and site-level IT operations.

This is a hands-on role for someone who enjoys helping users, solving practical technical problems, documenting work clearly, and supporting a fast-moving aerospace and defense environment where reliability, security, and customer service all matter.

Key Responsibilities

• Provide Level 1 support for end users through tickets, phone, Teams, email, walk-up, and remote support channels.
• Triage, troubleshoot, resolve, or escalate incidents and service requests in accordance with established procedures.
• Support common user issues related to Windows, Microsoft 365, Outlook, Teams, SharePoint, OneDrive, browsers, printers, VPN, passwords, basic access issues, and business applications.
• Document all support activity clearly and accurately in the ticketing system.
• Follow escalation procedures for issues requiring Level 2, infrastructure, cybersecurity, business systems, or vendor support.
• Maintain a professional, helpful, and service-oriented approach with users across all levels of the organization.
• Help reduce recurring issues by documenting common fixes and contributing to knowledge base articles.

• Image, configure, deploy, troubleshoot, and support laptops, desktops, monitors, docks, peripherals, mobile devices, shared workstations, and shop-floor devices.
• Assist with device provisioning, replacement, refresh, return, and retirement activities.
• Support endpoint setup for new hires, employee moves, role changes, and offboarding.
• Troubleshoot hardware, operating system, driver, connectivity, and peripheral issues.
• Support endpoint compliance activities such as patching, encryption, antivirus/endpoint protection, and device health checks as directed.
• Partner with senior IT staff to ensure endpoints follow enterprise standards and security requirements.
• Assist with workstation moves, conference room setups, and site technology changes.

• Provide Level 1 support for Microsoft 365 / GCC High tools, including Outlook, Teams, SharePoint, OneDrive, Exchange Online, and Office applications.
• Assist users with Teams meetings, calendaring, file sharing, collaboration basics, and common productivity issues.
• Support basic troubleshooting for email delivery, mailbox access, Teams audio/video, OneDrive sync, and SharePoint access issues.
• Help users understand proper use of collaboration tools in alignment with company policy, security practices, and data handling expectations.
• Escalate complex M365, access, compliance, or configuration issues to appropriate administrators or support teams.

• Provide hands-on IT support for assigned Karman sites, departments, conference rooms, office areas, production areas, and shared workspaces.
• Support local site technology needs such as printers, scanners, label printers, badge-related peripherals, shop-floor workstations, network-connected devices, and AV equipment.
• Assist with onboarding acquired or newly integrated sites into enterprise support processes and endpoint standards.
• Support business-critical needs for Operations, Engineering, Quality, Programs, Finance, HR, and site leadership.
• Perform basic troubleshooting for local network connectivity, Wi-Fi, cabling, phones, conference rooms, and end-user access issues.
• Escalate site-impacting incidents quickly and communicate clearly with users and IT leadership.

• Maintain accurate records of IT assets, including laptops, desktops, monitors, docking stations, mobile devices, peripherals, printers, and other assigned equipment.
• Assist with hardware receiving, tagging, assignment, inventory validation, storage, refresh, and disposal.
• Ensure asset records are updated when devices are deployed, moved, repaired, returned, or retired.
• Support periodic inventory audits and reconciliation activities.
• Help improve visibility into endpoint and hardware assets to support operations, cybersecurity, compliance, and budgeting needs.
• Follow company procedures for secure handling, return, disposal, and sanitization of equipment.

• Follow company security policies and procedures related to user support, endpoint handling, password resets, access requests, data protection, and physical security.
• Support CMMC, CUI, SOX, audit, and cybersecurity readiness activities as directed.
• Identify and escalate suspicious activity, potential phishing, malware concerns, lost/stolen devices, unauthorized software, or policy violations.
• Assist with endpoint compliance checks, vulnerability remediation support, software updates, and evidence collection when needed.
• Ensure support activities are documented in a way that supports auditability and operational control.
• Handle sensitive business and user information with appropriate discretion.

• Create and maintain basic troubleshooting guides, user instructions, support notes, and knowledge articles.
• Follow standard operating procedures for common support activities.
• Identify opportunities to improve ticket quality, support response, endpoint setup, user communication, and recurring issue resolution.
• Participate in IT team meetings, operational reviews, and service improvement activities.
• Support IT projects, refresh activities, migrations, site moves, and system rollouts as assigned.

Required Qualifications

• High school diploma or equivalent required; associate degree, technical certification, or relevant IT coursework preferred.
• 1–3 years of experience in IT support, help desk, desktop support, field support, or a related technical support role.
• Working knowledge of Windows 10/11, Microsoft Office, Outlook, Teams, SharePoint, OneDrive, and basic endpoint troubleshooting.
• Basic understanding of networking concepts such as Wi-Fi, Ethernet, VPN, DNS, DHCP, IP addressing, and connectivity troubleshooting.
• Experience using a ticketing system to document, track, and resolve incidents and requests.
• Strong customer service skills with the ability to support users patiently and professionally.
• Ability to follow procedures, document work clearly, and escalate issues appropriately.
• Ability to manage multiple tickets, priorities, and user requests in a fast-paced environment.
• Ability to lift and move IT equipment such as monitors, desktops, printers, and peripherals as needed.

Preferred Qualifications

• Experience supporting users in aerospace, defense, manufacturing, engineering, or another regulated environment.
• Familiarity with Microsoft 365 GCC High or secure government cloud environments.
• Exposure to Active Directory, Entra ID / Azure AD, Intune, Autopilot, SCCM, Defender for Endpoint, or similar endpoint tools.
• Experience supporting conference room technology, Teams Rooms, printers, scanners, badge printers, label printers, or shop-floor devices.
• Familiarity with CMMC, NIST 800-171, DFARS, CUI, SOX, or cybersecurity compliance practices.
• CompTIA A+, Network+, Microsoft, ITIL Foundation, or similar certification preferred.
• Experience with ServiceNow, Jira Service Management, Freshservice, Zendesk, or similar ITSM tools.

Key Competencies

• Customer-first mindset and strong interpersonal skills.
• Strong troubleshooting discipline and willingness to learn.
• Clear written and verbal communication.
• Attention to detail and accurate ticket documentation.
• Strong follow-through and ownership of assigned work.
• Ability to stay calm and helpful during urgent support situations.
• Practical understanding of when to resolve, when to escalate, and when to ask for help.
• Respect for security, compliance, and confidentiality requirements.
• Team-oriented mindset with willingness to support multiple sites and business functions.