IT Support Specialist

ABOUT KRAKEN KINETICS

Kraken Kinetics designs and manufactures advanced kinetic solutions that enable modern war fighting capabilities for the United States Armed Forces and its allies. We specialize in mission‑tailored warheads and firing systems for unmanned and autonomous weapon platforms, delivering production‑ready solutions at speed to address urgent national security challenges.

Our team brings decades of specialized Department of War experience across the full lifecycle of kinetic system development—from concept and design through testing, manufacturing, and operational deployment. Built on a foundation of work that helped lead the DoW into the era of kinetic drones, Kraken Kinetics combines commercial agility with deep technical expertise to deliver DEFINITIVE LETHALITY
™ when it matters most.

Location:

On‑site at our Pinehurst, NC area facility

We are seeking an IT Support Specialist to be the front‑line technical resource for Kraken Kinetics employees. This person owns day‑to‑day device support making sure employees get fast, friendly help and that devices stay properly configured and up to date.

This role focuses on front‑line support and device lifecycle execution. It is not responsible for infrastructure architecture (owned by the IT Manager / Systems Administrator) or compliance/security strategy (owned by the Cybersecurity & Compliance Manager) but works closely with both escalating infrastructure issues to the IT Manager and following security configuration standards set by the Cybersecurity & Compliance Manager and our Managed Security & Compliance Partner (MSCP).

• Provide Tier 1–2 support for employees on devices, connectivity, and Microsoft 365 services.
• Own the help desk request: intake, triage, resolution, and escalation to the IT Manager / Systems Administrator when needed.
• Manage device lifecycle tasks: imaging, issuance, configuration, maintenance, and retirement for Windows, macOS, and iOS devices.
• Support new hire onboarding and departing employee offboarding: hardware setup/retrieval and basic account access, in coordination with the IT Manager.
• Train and assist employees in the secure use of Microsoft 365 GCC High tools (Teams, One Drive, SharePoint, Outlook).
• Apply device configuration standards and security baselines set by the Cybersecurity & Compliance Manager and MSCP (patching, encryption, compliance policies).
• Maintain support documentation, quick‑reference guides, and a knowledge base for common issues.
• Deliver a positive, professional support experience and identify recurring issues worth escalating for a permanent fix.
• As the team grows, help train and coordinate additional support staff.

• Resolve Tier 1–2 issues related to devices, connectivity, and everyday software use.
• Maintain ticket response and resolution times that reflect a positive employee support experience.
• Escalate infrastructure‑level or security‑related issues to the appropriate owner (IT Manager or Cybersecurity & Compliance Manager).

• Manage device issuance, configuration, and retirement across the company’s device fleet.
• Apply and verify security configurations (patching, encryption, compliance status) per standards set by IT leadership.
• Maintain accurate device records in coordination with the IT asset registry.

• Train employees on secure, effective use of Microsoft 365 GCC High collaboration tools.
• Maintain clear, up‑to‑date support documentation and self‑service resources.

• 2–4 years of professional experience in IT help desk, desktop support, or end‑user technical support.
• Working knowledge of Windows, macOS, and iOS device management.
• Familiarity with Microsoft 365 (GCC or GCC High preferred), including Teams, One Drive, SharePoint, and Outlook.
• Strong customer service orientation and clear, patient communication with non‑technical staff.
• Comfort following documented security and configuration standards set by IT leadership.

• Certifications such as CompTIA A+ or Microsoft Certified:
  Modern Desktop Administrator Associate (not required at this time, as the company does not yet…