IT Support Technician

Position Summary

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

Service Desk & User Support

• 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.

Endpoint, Hardware & Device Support

• 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.

Microsoft 365 / GCC High Collaboration Support

• 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.

Site Support & Operational Readiness

• 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.

Asset & Inventory Management

• 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.

Security, Compliance & Controls Support

• 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.

Documentation, Process & Continuous Improvement

• 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.

ITAR REQUIREMENTS:

To conform to U.S. Government export regulations, applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (aka green card holder), (iii) Refugee under 8 U.S.C. § 1157, or (iv) Asylee under 8 U.S.C. § 1158, or be 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 individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

Karman is committed to equal employment opportunity. We will not discriminate against employees or applicants for employment on any legally recognized basis ("protected class") including, but not limited to race; color; religion; genetic information; national origin; sex; pregnancy, childbirth, or related medical conditions; age; disability; citizenship status; uniform servicemember status; or any other protected class under federal, state, or local law. Our management is dedicated to ensuring the fulfillment of this policy with respect to hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment advertising, pay, and other forms of compensation, training, and general treatment during employment.