IT Services Specialist I

Company Overview

Iridium is an award-winning and innovative satellite communications company with bragging rights to the only network that offers voice and data connectivity anywhere in the world. For over 20 years, Iridium's unique network and services have supported critical communications needs for individuals, businesses, and the evolving Internet of Things.

At Iridium, we understand the importance of staying connected and the limitations of traditional communications networks. People across the globe, including first responders, humanitarians, global militaries, scientific researchers, and lone workers, as well as ships, aircraft and remote operations all rely on Iridium to stay connected. We take our responsibility for providing these essential communications very seriously and pride ourselves on offering a reliable lifeline when needed. Likewise, Iridium is committed to providing an exciting and innovative workplace, where employees are challenged to think outside the box and collaborate on new, bold ideas and solutions. Our talented teams are passionate about their work and the impact our company makes around the world. Iridium fosters an empowering and inclusive culture that allows employees to genuinely be their best selves. We are looking for others who want to join this truly unique company that celebrates our employees and provides the opportunity to truly make a difference in the world.

What We're Looking For:

Are you an ambitious and customer-focused IT Support professional looking for an amazing company to call home? Our IT Services Specialist I is just what you're looking for! As the IT Services Specialist, you will support end user requests and issues, providing troubleshooting and remediation support for the Iridium IT Service Desk. This position will work in cooperation with System Administrators, Network Engineering, and Technical Operation teams to provide secure LAN and WAN connectivity for systems and end users. This is a small but mighty team dedicated to providing amazing service to the entire organization so if you've got a collaborative spirit and team player mentality, this role is a great fit for you!

What You'll Do:

• Work collaboratively with your team to administer, support, and maintain desktops, laptops, mobile devices, peripherals, and all associated operating systems and applications for all users in a multi-site corporate environment
• Perform employee onboarding IT functions for new employees and contractors including setting up user accounts and computer logins, establishing email addresses, phone system logins/pin numbers, and distributing computer, cell phone and other equipment
• Perform employee offboarding IT functions, including the collection of equipment and deprovisioning of computer/security access
• Maintain company asset management within the Configuration Management Database (CMDB)
• Responsible for accurately recording detailed closure cause codes on incidents to assist with determining Service Desk trends
• Maintain appropriate tools (Service Now, Active Directory, and SCCM) to assist in the execution of duties
• Participate in creating, updating, validating, and maintaining appropriate and current Service Desk documentation, such as internal and user facing knowledge articles
• Continually learn and improve skill sets through use of varies learning platforms such as Pluralsight, SNOW knowledgebase, etc.
• Pursue additional training opportunities in order to maintain the skills necessary to execute duties

What You'll Need to Succeed:

• Associate's degree in Computer Science or equivalent experience
• 0-2 years' experience in a technical desktop support role providing in person and remote customer service
• Experience working in a Windows desktop OS environment
• Experience supporting end users in an Office 365 environment
• Exceptional customer service skills
• Knowledge of ITIL best practices required; have or obtain ITIL v3 or ITIL 4 Foundation certification within 12 months of hire
• Strong communication skills, with the ability to clearly present to others
• Have confidence and be able to easily build meaningful relationships with your manager and members of your team
• Must be able to prioritize your tasks, be self-aware enough to identify and correct your mistakes, and not be afraid to ask for help when needed
• Ability to work on a geographically diverse team and in a remote capacity
• Ability to multitask and complete projects in a team environment
• Ability to to manage and maintain Windows Desktop operating systems within an enterprise environment
• Ability to install and configure Windows 10 within an enterprise environment
• Technical knowledge of MS Office Suite with the ability to provide support for MS office issues as well as issues within Teams, ShoreTel Communicator, OneDrive, etc.
• General computer networking knowledge and understanding of core concepts in alignment with CompTIA and Network+ fundamentals, knowledge of Cisco networking, IPv4 and IPv6
• Experience in configuring and troubleshooting issues with VPN connections
• Ability to work varied shifts and off hours to support upgrades

Things That Would be Great if You Brought to the Table:

• One or more of the following industry certifications is highly desired:
  
  • Help Desk Institute (HDI)
  • CompTIA A+
  • CompTIA Network+
  • CompTIA Security+

We'll also need you to:

• Be on call
• Be able to lift up to 40 lbs and crawl under desks
• ship required

Work Environment:

This position primarily works in an office setting and is largely sedentary with the majority of the position working with a computer. The role typically requires the use of basic office equipment such as a phone, video, computer, keyboard, mouse, and printer.

We believe in-person connection drives innovation, strengthens mentorship, and builds culture, while flexibility enables employees to do their best work. Under Iridium's Hybrid Work Policy, employees are expected to work at least three days per week (approximately 60%) in an Iridium office to support collaboration, relationship-building, and professional growth.

Additional Information

This job description outlines the general nature and level of work for this role and is not a comprehensive list of duties, responsibilities, or qualifications. Employees may be assigned additional responsibilities as needed.

Iridium is an Equal Opportunity Employer, including individuals with disabilities and protected veterans.