IT Desktop Specialist

Armaments Research Company (ARC) is a technology company dedicated to bringing real-time situational awareness and battlefield logistics capabilities to the warfighter. You will be an integral part of the ARC team managing program execution in support of our innovative and powerful IoT devices to enhance national security.

Our core offering is the ARC AI-Enabled Weapons Sensor (AEWS), which collects and transmits real-time tactical data to the cloud. This information enables battlefield/tactical awareness and aggregated insights into big data sets that do not exist today. ARC technologies were initially developed in partnership with DARPA and the National Science Foundation and leverage internet-of-things (IoT) technology and machine learning to derive actionable insights and transform operational responses.

This novel technology will be deployed at scale to enhance safety, decision-making, and sustainment for the warfighter at the tactical edge.

• Serve as the primary point of contact for internal IT support requests across hardware, software, connectivity, and account issues
• Troubleshoot and resolve technical issues across Windows and macOS environments: in person, remotely, and via the ticketing system
• Manage the IT ticketing queue: logging, prioritizing, and resolving requests in a timely manner with clear communication throughout
• Escalate complex issues to senior IT staff with thorough documentation of steps already taken
• Provide A/V and technical support for team meetings, all-hands events, and customer demonstrations

• Set up, configure, and deploy laptops and peripherals for new employees
• Manage user accounts and access in Microsoft 365 and Azure Active Directory: creating, modifying, and disabling accounts as needed
• Perform onboarding IT setup for new hires: accounts, devices, software, and access on Day 1
• Perform offboarding IT tasks for departing employees: revoking access, recovering equipment, and securing accounts
• Maintain and track IT asset inventory: devices, peripherals, cables, and accessories

• Support basic network troubleshooting:
  WiFi connectivity, VPN access, and printer issues
• Assist with software installations, updates, and patch management on employee devices
• Support endpoint management using MDM tools (Intune, Jamf, or equivalent)
• Assist with monitoring and maintaining ARC's Starlink and field connectivity solutions

• Follow and help enforce ARC's IT security policies including password management, MFA, and acceptable use
• Assist with maintaining ARC's CMMC Level 2 compliance posture; following established security procedures and escalating any anomalies
• Support periodic access reviews and help maintain accurate records of user permissions
• Complete required security awareness and CUI training and support team compliance with annual training requirements

• Document common issues and resolutions in ARC's IT knowledge base; building a resource that makes the whole team more self-sufficient
• Maintain accurate records in the IT ticketing system
• Assist with updating IT procedures and runbooks as directed

• 1+ year of experience in an IT Support, Help Desk, or Desktop Support role
• Proficiency with Windows 10/11 troubleshooting and basic administration
• Working knowledge of macOS (ARC is a mixed Windows/Mac environment)
• Familiarity with Microsoft 365:
  Outlook, Teams, SharePoint, One Drive
• Basic understanding of networking fundamentals:
  WiFi, VPN, DNS, DHCP
• Strong troubleshooting instincts: you approach problems methodically and don't give up easily
• Excellent communication and interpersonal skills: patient, clear, and never condescending
• Customer-service mindset: you genuinely enjoy helping people and take pride in fast, effective resolutions

• Experience with Active Directory or Azure AD user and group management
• Familiarity with an IT ticketing system (Jira, Service Now, Zendesk, or similar)
• CompTIA A+ certification (or currently studying for it)
• Experience supporting a hybrid or remote workforce
• Familiarity with MDM tools such as Microsoft Intune or Jamf
• Interest in cybersecurity and a basic awareness of security best practices
• Prior experience in a startup, defense contractor, or government environment

This position will require access to restricted information and facilities protected under U.S. laws and regulations, including the National…