IT Services Technician

IT SERVICES TECHNICIAN

Our IT Services team is the backbone of our operational efficiency, ensuring seamless connectivity and technical assistance for all our employees, regardless of their location. We are seeking a skilled and helpful IT specialist to join our IT services team. This role provides advanced technical guidance and service to end-users, resolves complex IT issues, and collaborates with Level 1 technicians and senior IT staff to ensure seamless technology operations. The ideal candidate is a problem-solver with strong technical expertise, excellent communication skills, and a commitment to delivering outstanding customer service. This is a full-time position, onsite five days a week in Palo Alto, California with occasional on-call or after-hours support.

RESPONSIBILITIES:

• Provide second-line technical assistance for hardware, software, and network issues via phone, email, or in-person
• Diagnose and resolve complex technical problems, including system crashes, network connectivity issues, and software conflicts
• Manage and administer user accounts, permissions, and access controls in systems like Active Directory
• Assist with the deployment, configuration, and maintenance of hardware (desktops, laptops, servers, and peripherals) and software applications
• Monitor and maintain IT systems, including performing patch management, updates, and basic server administration
• Document and update IT service tickets with detailed resolutions and escalate unresolved issues to Level 3 experts or specialized teams
• Contribute to and maintain IT knowledge base articles and self-service wikis to enhance user self-sufficiency
• Support IT projects, such as system upgrades, migrations, or new technology rollouts
• Train and mentor Level 1 technicians, providing guidance on troubleshooting techniques and best practices
• Ensure compliance with company IT policies, security standards, and data protection protocols
• Provide new hire onboarding and offboarding service support

BASIC QUALIFICATIONS:

• 2+ years of experience in IT support, helpdesk, desktop support, field service, or hands-on technical role (e.g., NOC technician, systems support, IT technician)
• Knowledge of Windows and macOS operating systems and Microsoft Office Suite
• Experience with IT service management tools (e.g., ServiceNow, Jira) and ticketing systems

PREFERRED SKILLS AND EXPERIENCE:

• Associate’s or bachelor’s degree in information technology, computer science, or a STEM field; equivalent experience considered
• Proficiency in troubleshooting network issues (TCP/IP, DNS, DHCP, VPNs) and basic server administration (Windows Server, Linux basics)
• Familiarity with virtualization technologies (e.g., VMware, Hyper-V) and cloud services (e.g., Google Workspace, Microsoft 365)
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional, or ITIL)
• Experience with scripting (e.g., PowerShell, Bash, Python) for automation tasks
• Knowledge of cybersecurity best practices and tools (e.g., antivirus, endpoint protection)
• Ability to manage multiple priorities and meet deadlines under pressure
• Excellent problem-solving, analytical, and customer service skills
• Ability to work independently and collaboratively in a fast-paced environment

COMPENSATION AND BENEFITS:

$39 - $49 USD per hour

Base salary is just one part of our total rewards package at SpaceXSI, which also includes equity, comprehensive medical, vision, and dental coverage, access to a 401(k) retirement plan, short & long-term disability insurance, life insurance, and various other discounts and perks.

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.