IT Service Desk Analyst III

ABOUT FIREFLY AEROSPACE

As an end-to-end space transportation company, Firefly Aerospace is on a mission to enable our world to launch, land, and operate in space – anywhere, anytime. Our launch vehicles, lunar landers, and orbital vehicles provide government and commercial customers with full mission services from low Earth orbit to the surface of the Moon and beyond. Headquartered in north Austin, Texas, Firefly is looking for passionate, hardworking innovators to join our team and help fuel our successful trajectory into space.

As an IT Analyst III on the Service Desk team, you deploy and support hardware and software solutions for end users and provide day-to-day technical support for related issues and requests. You are expected to maintain strong endpoint security through device patching, AV updates, and file encryption. You will communicate highly technical information to both technical and nontechnical personnel and will participate in the planning and execution of information technology and infrastructure projects.

You may conduct training programs designed to educate an organization’s computer users about basic and specialized applications. You may be required to travel one to two times per quarter to support launch activities. The position reports to the IT Operations Manager.

• 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.

• Minimum 6 years relevant work experience
• Working Knowledge of Active Directory, Azure AD, Office
  365,
• 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.

• 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

Firefly offers outstanding benefits for our employees, including generous health, dental and vision plans with low plan deductibles, parental leave, educational reimbursement, short term disability, and flexible PTO options.

To conform to U.S. Government space technology export regulations, including the International Traffic in Arms Regulations (ITAR) you must be a U.S. citizen, lawful permanent resident of the U.S., protected individual as defined by 8 U.S.C. 1324b(a)(3), or eligible to obtain the required authorizations from the U.S. Department of State.

Firefly Aerospace, Inc. is an Equal Opportunity Employer; employment with Firefly is governed based on merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status.