IT Services Specialist II

IT Services Specialist II

Job Locations

US-AZ-Tempe

Job ID

2024-4314

Category

Information Technology

Worker Category

Regular Full-Time[F]

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.

Position Summary, Job Requirements & Responsibilities

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 Support Specialist II is just what you're looking for! This position is responsible for the support of end user requests and issues, providing Level II troubleshooting and remediation support for the Iridium IT Service Desk and for resolving high level Service Desk escalations while providing detailed root cause analysis of incidents and issues. 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 position is customer-facing and will work as part of a small team, so a team player mentality and desire to assist others will take you to the next level in this exciting role!
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 Maintain a professional attitude and appearance while providing excellent customer servicePerform 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
Continuously learn and improve skill sets through use of various learning platforms such as Pluralsight, SNOW knowledgebase, etc.
Pursue additional training opportunities to maintain the skills necessary to execute duties

Experience & Education Requirements / EEO

What You'll Need to Succeed:
Associate's degree in Computer Science or equivalent experience
2+ years' experience in a technical desktop support role in a Windows desktop OS and Office 365 environment providing in person and remote customer service
Knowledge of ITIL best practices required; have or obtain ITIL v3 or ITIL 4 Foundation certification within 12 months of hire
Ability to work on a geographically diverse team and in a remote capacity
Ability to multitask and complete projects in a team environment
Can demonstrate the following Service Desk Level II competencies: Ability to install and configure Windows 10 within an enterprise environment
Technical understanding of Mobile Device Management and MacOS devices
Understanding of managing and maintaining Windows Desktop operating systems within an enterprise environment
Technical knowledge of Microsoft Office suite and Office 365, with the ability to provide support for Microsoft Office suite issues, as well as for the following platforms: Teams, Mitel, 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
Knowledge of deploying Windows desktop OS utilizing technologies such as WDS, SCCM, MDT and ConfigMgr
Experience in configuring and troubleshooting issues with VPN connections
Ability to work varied shifts and off hours to support upgrades
Detail oriented with excellent technical, verbal, and written communication skills
Exceptional customer service skills with both internal and external customers required

Strong communication skills, with the ability to clearly present information and ideas 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 mistakes, and not be afraid to ask for help when needed
Be active in seeking out ways to improve yourself and gain new knowledge, and be enthusiastic in sharing knowledge with others
Things That Would be Great if You Brought to the Table:
One or more of the following industry certifications is highly desired: CompTIA A+
CompTIA Network+
CompTIA Security+
ITIL V4 Foundations

We'll also need you to :
Be involved in an On-Call Rotation
Be able to lift up to 40 lbs and crawl under desks
Be able to work a hybrid schedule of at least 3 days in office and 2 days from home. May require additional days in office as needed.
Be able to crawl under desks and climb ladders
US Citizenship Required
Be able to travel up to 10%

Work Environment:
This position primarily works in the company office or in a home office. The position is largely sedentary with the majority of the position sitting in a chair and working with a computer. The role uses basic office equipment including a phone, video, computer, keyboard, mouse, and printer.

Iridium is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, sexual orientation, gender identity or status as a protected veteran. EOE of Minorities/Females/Vets/Disability and other protected categories.