IT Support Technician

Karman Space & Defense is looking for an IT Support Technician to deliver frontline help across users, sites, endpoints, and collaboration tools within the Infrastructure & Site Operations function. This onsite role in South El Monte, CA prioritizes responsive, customer-focused support while helping keep technology secure, reliable, and standardized across the enterprise. Compensation ranges from USD 28 to 37 per hour.

Responsibilities

• Provide Level 1 assistance to end users via tickets, phone, Teams, email, walk-up, and remote sessions.
• Assess, diagnose, resolve, or escalate incidents and service requests following defined procedures.
• Help with common user issues related to Windows, Microsoft 365 (Outlook, Teams, SharePoint, OneDrive), browsers, printers, VPN, passwords, basic access, and business applications.
• Document all support activity clearly in the ticketing system.
• Adhere to escalation procedures for issues needing Level 2, infrastructure, cybersecurity, business systems, or vendor support.
• Maintain a professional, helpful, service-oriented approach with users at all organizational levels.
• Contribute to knowledge base by documenting common fixes and creating articles to reduce recurring issues.
• Image, configure, deploy, and troubleshoot laptops, desktops, monitors, docks, peripherals, mobile devices, shared workstations, and shop-floor devices.
• Support device provisioning, replacement, refresh, return, and retirement activities.
• Assist with endpoint setup for new hires, moves, role changes, and offboarding.
• Troubleshoot hardware, operating system, drivers, connectivity, and peripheral issues.
• Support endpoint compliance tasks such as patching, encryption, antivirus/endpoint protection, and health checks as directed.
• Partner with senior IT staff to ensure endpoints meet 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.
• Help users with Teams meetings, calendaring, file sharing, collaboration basics, and common productivity issues.
• Troubleshoot basic email delivery, mailbox access, Teams audio/video, OneDrive sync, and SharePoint access issues.
• Educate users on proper use of collaboration tools in line with 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 sites, departments, conference rooms, offices, production areas, and shared workspaces.
• Address local site technology needs such as printers, scanners, badge peripherals, shop-floor workstations, network-connected devices, and AV equipment.
• Assist with onboarding acquired or integrated sites into enterprise support processes and endpoint standards.
• Support critical needs across 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 promptly and communicate status to users and IT leadership.
• Maintain accurate records of IT assets including laptops, desktops, monitors, docking stations, mobile devices, peripherals, printers, and other equipment.
• Assist with hardware receiving, tagging, assignment, inventory validation, storage, refresh, and disposal.
• Update asset records when devices are deployed, moved, repaired, returned, or retired.
• Support periodic inventory audits and reconciliation activities.
• Improve visibility into endpoints and hardware assets to support operations, cybersecurity, compliance, and budgeting.
• Follow procedures for secure handling, return, disposal, and sanitization of equipment.
• Adhere to security policies 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, phishing, malware concerns, lost or stolen devices, unauthorized software, or policy violations.
• Assist with endpoint compliance checks, vulnerability remediation support, software updates, and evidence collection as needed.
• Document support activities to support auditability and operational control.
• Handle sensitive business and user information with discretion.
• Create and maintain basic troubleshooting guides, user instructions, support notes, and knowledge articles.
• Follow standard operating procedures for common support tasks.
• Identify opportunities to improve ticket quality, response times, endpoint setup, user communication, and recurring issue resolution.
• Participate in IT team meetings, operational reviews, and service improvement efforts.
• Support IT projects, refresh cycles, migrations, site moves, and system rollouts as assigned.

Requirements

• High school diploma or equivalent required; associate degree, technical certification, or relevant IT coursework preferred.
• 1–3 years of IT support, help desk, desktop support, field support, or related technical role.
• Working knowledge of Windows 10/11, Microsoft Office, Outlook, Teams, SharePoint, OneDrive, and basic endpoint troubleshooting.
• Basic understanding of networking concepts including 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 a patient, professional demeanor.
• Ability to follow procedures, document work clearly, and escalate appropriately.
• Ability to manage multiple tickets, priorities, and user requests in a fast-paced environment.
• Able to lift and move IT equipment such as monitors, desktops, printers, and peripherals as needed.
• Experience supporting users in aerospace, defense, manufacturing, engineering, or other regulated environments.
• 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.
• Certifications such as CompTIA A+, Network+, Microsoft, ITIL Foundation or similar preferred.
• Experience with ServiceNow, Jira Service Management, Freshservice, Zendesk, or similar ITSM tools.
• Customer-first mindset and strong interpersonal skills.
• Strong troubleshooting discipline and a 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 judgment on when to resolve, escalate, or ask for help.
• Respect for security, compliance, and confidentiality requirements.
• Team-oriented mindset with willingness to support multiple sites and business functions.

Technologies

• Windows 10
• Windows 11
• Microsoft Office
• Outlook
• Teams
• SharePoint
• OneDrive
• Exchange Online
• Microsoft 365
• GCC High
• Active Directory
• Entra ID / Azure AD
• Intune
• Autopilot
• SCCM
• Defender for Endpoint
• ServiceNow
• Jira Service Management
• Freshservice
• Zendesk
• VPN
• Wi-Fi
• DNS
• DHCP
• Teams Rooms

ITAR REQUIREMENTS

To conform to U.S. Government export regulations, the applicant must be a U.S. citizen or national, a lawful permanent resident (green card holder), a refugee under 8 U.S.C. § 1157, an asylee under 8 U.S.C. § 1158, or eligible to obtain the required authorizations from the U.S. Department of State. Learn more about the ITAR here.

EQUAL OPPORTUNITY EMPLOYER

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to i.