Helpdesk Specialist

IT Support Specialist

Northwood is on a mission to transform connectivity between earth and space and bring the benefits of space to the masses through innovations in space communications technologies. If you like building quickly and seeing your work deployed in locations around the globe with real impact, we want you at Northwood.

We are looking for an IT Support Specialist to serve as the primary point of contact for our internal team's technology needs. In this role, you will ensure our hardware, software, and systems run seamlessly, providing high-touch technical support that enables our employees to work efficiently. You will handle everything from day-to-day troubleshooting to maintaining the security and integrity of our IT infrastructure.

Responsibilities:

• Work on service requests from internal stakeholders; diagnose and resolve hardware, software, and network incidents across a diverse fleet of devices.
• Track and maintain a comprehensive IT asset inventory, managing the full lifecycle of hardware from procurement and provisioning to decommissioning.
• Manage the technical setup for new hires, ensuring all accounts and hardware are ready on day one, and securely offboard departing employees.
• Implement and support system standards and security policies (e.g., encryption, MFA, and access control) under the direction of IT leadership.

Basic Qualifications:

• 3+ years of professional experience in an IT support or help desk environment.
• Proficiency in managing and troubleshooting a cross-platform environment including Windows 11, macOS, Android, and iOS.
• Hands-on experience with Mobile Device Management (MDM) tools like JAMF, Intune, or FleetDM
• Strong interpersonal skills with a "user-first" mentality; ability to remain calm and professional while troubleshooting high-pressure issues for colleagues.
• Experience managing users and security groups within Okta (or similar identity providers).
• Ability to lift, carry, and move IT equipment (such as servers, UPS units, and monitors) weighing up to 35 pounds.

Preferred Qualifications:

• In-depth experience supporting Microsoft Office 365.
• Basic understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPNs, and Wi-Fi troubleshooting).
• Familiarity with scripting (PowerShell, Bash, or Python) to automate routine IT tasks.
• CompTIA A+, Network+, Okta Certified Professional, or Microsoft Modern Desktop Administrator Associate (MD-102) certifications.
• Experience with Identity and Access Management (IAM) platforms (Okta a plus)

Additional Information:

To conform to U.S. Government space technology export regulations, including the International Traffic in Arms Regulations (ITAR) you must be a U.S. citizen, lawful permanent resident of the U.S., protected individual as defined by 8 U.S.C. 1324b(a)(3), or eligible to obtain the required authorizations from the U.S. Department of State.

Northwood is an Equal Opportunity Employer; employment with Northwood is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status.