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Firefly Aerospace · 22 hours ago

IT Service Desk Analyst III

Cedar Park, TX

Full-time

Hybrid

Senior Level

6+ years exp

Firefly Aerospace is an end-to-end space transportation company focused on enabling space operations. The IT Service Desk Analyst III will deploy and support hardware and software solutions for end users, maintain endpoint security, and provide technical support while participating in IT infrastructure projects.

AerospaceAir TransportationSatellite Communication

No H1B

U.S. Citizen Only

Responsibilities

Perform Level I and II activities related to end-user system hardware and software installation, diagnostics, maintenance, upgrade, and asset management

Perform Level I and II activities for granting and revoking access to systems

Follow documented workflows and industry standards when resolving issues

Provide excellent documentation in tickets

Create, update, and review Knowledgebase articles regularly

Research and resolve more difficult and complex issues that level I and II unable to resolve

Identify trends in issue reporting and recommend/implement preventative solutions

Identify ways to improve and/or automate processes in IT Operations

Participate in an on-call rotation

Work with IT admin teams to provide applicable training to Service Desk team

Qualification

Active DirectoryWindows operating systemsTechnical troubleshootingOffice365CompTIA A+Networking devicesCustomer service skillsJIRA/ConfluenceScripting experienceMacOS supportLinux support

Required

Minimum 6 years relevant work experience

Working Knowledge of Active Directory, Azure AD, Office365

Working knowledge of Windows operating systems

Excellent customer service skills with the ability to communicate technical instructions to all skill levels

Solid understanding of PC and Laptop hardware, internal components, etc

Basic knowledge of networking devices, such as switches and routers

Technical troubleshooting, diagnostics, and incident management skills

Able to prioritize workload effectively

Stay current with common computer operations concepts and tools for solving technical issues

Able to lift up to 50 pounds

Preferred

Associate's degree or higher in an Information Technology discipline or related field of study (e.g. MIS, IS, IT, CNS, Computer Engineering, Windows Networking Administration)

CompTIA A+ or equivalent experience

Experience working with Microsoft Enterprise products such as System Center Configuration Manager

Experience working in the Microsoft O365 Environment

JIRA/Confluence experience

MacOS support and/or Linux laptop support experience

Scripting experience to enable automation of tasks in JIRA or Active Directory