IT Desktop Support I

OVERVIEW

Axiom Space is the commercial leader in human spaceflight and on-orbit research & manufacturing services, steered by a team of experts and guided by the vision of a thriving home in space that benefits every human, everywhere. Axiom provides unprecedented access to the International Space Station today while building and operating its successor – the world’s first international commercial space station – to improve life on Earth and foster possibilities beyond it.  Our mission-driven team is seeking a bold and dynamic individual who is preoccupied with big questions: Where do we go from here? What are the limits of innovation and exploration? How do we continue to evolve as a species?

SUMMARY

The Desktop Support I technician will provide agile, innovative, and trusted information technology solutions. Works across a broad range of technologies and liaises across multiple areas of the business to support incidents, problems, and requests. The Desktop Support I technician will be responsible for answering IT requests via phone, email, live chat, or instant message and explaining solutions in technical and nontechnical terms. This position reports to the IT Operations Manager. This role is onsite and will be based at our Houston HQ facility.

DUTIES & RESPONSIBILITIES

• Take charge of identifying, resolving, and documenting technical issues while adhering to our core values.
• Offer technical support and solutions for help desk tickets, addressing concerns related to computer systems, peripherals, printers, scanners, hardware, and/or software, aligning with our core values of leading.
• Ensure the successful provision of IT assistance for operating systems, productivity software, and various internal applications, emphasizing innovation and agility.
• Handle VPN installation, deployment, and troubleshooting with expertise.
• Oversee video conferencing and virtual phone systems (TEAMS or Zoom).
• Serve as the primary point of contact for internal stakeholders regarding computer and system-related concerns, in alignment with our values of integrity.
• Contribute to the onboarding and offboarding processes for employees, emphasizing our core value of togetherness.
• Configure and securely wipe laptop and desktop computers as needed.
• Administer Office 365 and Active Directory for efficient system management.
• Fulfill additional responsibilities as assigned.

 

QUALIFICATIONS

To excel and be successful in this role, the individual must effectively carry out each essential duty. The following requirements reflect the necessary knowledge, skill, and ability. Reasonable accommodation(s) may be provided to enable individuals with disabilities to fulfill the essential functions of the job.

Education & Experience

• Possess 1 to 5 years of technical IT support experience.
• Hold an associate or bachelor’s degree in computer science or a relevant major; or possess an equivalent combination of education and experience.
• Desired qualifications include CompTIA A+ or equivalent, and a plus if ITIL certification is obtained.
• Proficient in using the Service Now IT service management tool.
• Previous experience in a client-centric, metrics-driven role.
• Demonstrated ability to prioritize and handle multiple issues simultaneously.
• Solid understanding of basic networking concepts.
• Knowledgeable in MS Windows 10 and 11, MacOS, Office 365, and Active Directory.
• Exhibit strong attention to detail in tasks and responsibilities.

Essential Functions

Work Environment: Generally, an office environment, but can involve inside or outside work depending on the task.

Requirements 

• Must be able to complete a U.S. government background investigation.
• Management has the prerogative to select at any level for which the position is advertised.
• Proof of U.S. Citizenship or US Permanent Residency is a requirement for this position.

Physical Requirements

• Work may involve sitting or standing for extended periods (90% of the time). May require lifting and carrying up to 25 lbs. (5% of the time).
• Equipment and Machines
• Standard office equipment (PC, telephone, printer, etc.).

Skills

• Exceptional interpersonal skills.
• Excellent communication skills, verbal and written.
• Excellent prioritization and time management skills.
• Result oriented personality with a creative approach to problem solving.
• Ability to work in a team environment.
• Self-motivated and proactive.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and principles; upholds organizational values.
• Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
• Organizational Support - Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values; benefits organization through outside activities; supports affirmative action and respects diversity.
• Communications - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods.
• Cost Consciousness - Works within approved budget; develops and implements cost saving measures; contributes to profits and revenue; conserves organizational resources.
• Teamwork - Eager and able to work in a collaborative and cross-disciplinary fashion in a fast-paced, dynamic, and deadline-oriented environment.

Axiom Space is proud to be an equal opportunity employer.  Axiom Space does not discriminate on the basis of race, regional color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with disability, or other applicable legally protected characteristics.