IT Support Technician

Position Summary

The IT Support Technician I will provide frontline technical support for Karman users, sites, endpoints, collaboration tools, and day-to-day technology operations. This role supports the Infrastructure & Site Operations function within the CIAIO organization and is responsible for delivering responsive, customer-focused support while helping maintain secure, reliable, and standardized technology services across the enterprise.

The IT Support Technician I will assist with service desk tickets, user support, endpoint setup, hardware troubleshooting, Microsoft 365 / GCC High collaboration tools, basic network triage, asset tracking, conference room technology, printer support, account/access coordination, and site-level IT operations.

This is a hands-on role for someone who enjoys helping users, solving practical technical problems, documenting work clearly, and supporting a fast-moving aerospace and defense environment where reliability, security, and customer service all matter.

Key Responsibilities

Service Desk & User Support

* Provide Level 1 support for end users through tickets, phone, Teams, email, walk-up, and remote support channels.

* Triage, troubleshoot, resolve, or escalate incidents and service requests in accordance with established procedures.

* Support common user issues related to Windows, Microsoft 365, Outlook, Teams, SharePoint, One Drive, browsers, printers, VPN, passwords, basic access issues, and business applications.

* Document all support activity clearly and accurately in the ticketing system.

* Follow escalation procedures for issues requiring Level 2, infrastructure, cybersecurity, business systems, or vendor support.

* Maintain a professional, helpful, and service-oriented approach with users across all levels of the organization.

* Help reduce recurring issues by documenting common fixes and contributing to knowledge base articles.

Endpoint, Hardware & Device Support

* Image, configure, deploy, troubleshoot, and support laptops, desktops, monitors, docks, peripherals, mobile devices, shared workstations, and shop-floor devices.

* Assist with device provisioning, replacement, refresh, return, and retirement activities.

* Support endpoint setup for new hires, employee moves, role changes, and offboarding.

* Troubleshoot hardware, operating system, driver, connectivity, and peripheral issues.

* Support endpoint compliance activities such as patching, encryption, antivirus/endpoint protection, and device health checks as directed.

* Partner with senior IT staff to ensure endpoints follow enterprise standards and security requirements.

* Assist with workstation moves, conference room setups, and site technology changes.

Microsoft 365 / GCC High Collaboration Support

* Provide Level 1 support for Microsoft 365 / GCC High tools, including Outlook, Teams, SharePoint, One Drive, Exchange Online, and Office applications.

* Assist users with Teams meetings, calendaring, file sharing, collaboration basics, and common productivity issues.

* Support basic troubleshooting for email delivery, mailbox access, Teams audio/video, One Drive sync, and SharePoint access issues.

* Help users understand proper use of collaboration tools in alignment with company policy, security practices, and data handling expectations.

* Escalate complex M365, access, compliance, or configuration issues to appropriate administrators or support teams.

Site Support & Operational Readiness

* Provide hands-on IT support for assigned Karman sites, departments, conference rooms, office areas, production areas, and shared work spaces.

* Support local site technology needs such as printers, scanners, label printers, badge-related peripherals, shop-floor workstations, network-connected devices, and AV equipment.

* Assist with onboarding acquired or newly integrated sites into enterprise support processes and endpoint standards.

* Support business-critical needs for Operations, Engineering, Quality, Programs, Finance, HR, and site leadership.

* Perform basic troubleshooting for local network connectivity, Wi-Fi, cabling, phones, conference rooms, and end-user access issues.

* Escalate site-impacting incidents quickly and communicate clearly with users and IT leadership.

Asset & Inventory Management

* Maintain accurate records of IT assets, including laptops, desktops, monitors, docking stations, mobile devices, peripherals, printers, and other assigned equipment.

* Assist with hardware receiving, tagging, assignment, inventory validation, storage, refresh, and disposal.

* Ensure asset records are updated when devices are deployed, moved, repaired, returned, or retired.

* Support periodic inventory audits and reconciliation activities.

* Help improve visibility into endpoint and hardware assets to support operations, cybersecurity, compliance, and budgeting needs.

* Follow company procedures for secure handling, return, disposal, and sanitization of equipment.

Security, Compliance & Controls Support

* Follow company security policies and procedures…