Senior IT Support Analyst

A new space race has begun. True Anomaly seeks those with the talent and ambition to build innovative technology that solves the next generation of engineering, manufacturing, and operational challenges for space security and sustainability.

The peaceful use of space is essential for continued prosperity on Earth—from communications and finance to navigation and logistics. True Anomaly builds innovative technology at the intersection of spacecraft, software, and AI to enhance the capabilities of the U.S., its allies, and commercial partners. We safeguard global security by ensuring space access and sustainability for all.

• Be the offset. We create asymmetric advantages with creativity and ingenuity
• What would it take? We challenge assumptions to deliver ambitious results
• It’s the people. Our team is our competitive advantage and we are better together

We are seeking an experienced IT Support Lead, to join our growing team. The IT Support Lead will be responsible for providing support and overseeing the team providing Tier 1 & 2 technical support to employees, as well as maintaining and troubleshooting computer systems, networks, and hardware. This role requires excellent problem‑solving skills, attention to detail, and the ability to work well under pressure.

You will manage the incoming queue and be the expert support person before the issue needs to elevate.

• Manage the IT support team, ensuring all day‑to‑day activities are dealt with in a timely manner. Working to ITIL standards.
• Be responsible for the support desk ticket queue and delegation of tasks. Creating reports showing support desk load and hitting SLA’s.
• Help serve as the first point of contact for all IT issues, managing requests via phone, email, remote tooling (teams/Big Fix) and in‑person interactions.
• Troubleshoot and resolve technical issues related to computer systems, networks, and hardware. Onboarding and offboarding.
• Ensure ongoing usability of client computers, peripheral equipment, audio/visual systems, and software within established Information Systems standards and guidelines (i.e., desktops, laptops, MAC’s, printers, copier, etc.).
• Install, configure, and maintain computer systems, networks, and hardware.
• Maintain accurate documentation of technical support requests and resolutions in Jira and Confluence. Monitor and maintain system performance and security.
• Assist with the deployment and maintenance of new hardware and software including Mac OSX and Windows products, True Anomaly engineering software, and O365 tooling.
• Collaborate with other IT team members to ensure timely resolution of technical issues.
• Participate and coordinate demanding on‑call rotations to provide IT/Technical support 24/7.
• This position requires the ability to respond to critical tickets/incidents outside of regular working hours. The role includes participation in a 24/7 on‑call rotation to support the mission.

• Bachelor’s Degree or combination of experience and industry leading certifications (Network+, Security+, CCNA, Microsoft Certifications).
• Minimum 5+ years of experience in IT support or end‑user desktop support.
• Minimum 3+ years of experience in a management position.
• Great customer service skills.
• Strong knowledge of computer systems, networks, and hardware.
• Excellent troubleshooting and problem‑solving skills.
• Proficient in Powershell/Bash scripting.
• Demonstrated proficiency with Windows and Mac OS.
• Demonstrated proficiency with MDM tools (Such as: Intune, JAMF, Big Fix).
• Experience with remote support tools and technologies.
• Experience with cloud‑based technologies and services (e.g., Azure, O365 GCC‑High).
• Develop recommendations for procedures to prevent problems.
• Ensures ongoing usability of client computers, peripheral equipment, audio/visual systems, and software within established Information Systems standards and guidelines (i.e., desktops, laptops, MAC’s, printers, copier, etc.).
• Delivers consistent, reliable service. Ensure users’ needs are being met for every request/incident that is processed.
• Experience supporting engineers with Solid Works / Autodesk products.
• U.S. Citizen and…