IT Services Specialist

Iridium is an award-winning satellite communications company operating the world's only truly global voice and data network, delivering reliable connectivity anywhere on Earth. For more than 20 years, Iridium has powered mission‑critical communications for governments, businesses, aviation, maritime, and the rapidly expanding Internet of Things.

Now part of Iridium, Aireon is the world’s only space‑based air traffic surveillance system, providing real‑time visibility of aircraft over oceans, the poles, and remote regions. Together, Iridium and Aireon are helping build a safer, more connected, and more efficient future for global aviation.

Join our team and help shape how the world stays connected. We foster a collaborative, inclusive culture where employees are empowered to innovate, grow professionally, and make a meaningful impact.

Iridium is seeking a customer‑obsessed Service Specialist I to serve as the primary point of contact for all incoming incidents and service requests. In this role, you will provide daily support of end user requests and issues, assist with providing level I troubleshooting and remediation support for the Iridium IT Service Desk, and work in cooperation with System Administrators, Network Engineering, and Technical Operation teams to provide secure LAN and WAN connectivity for systems and end users.

In this role, you will work on a small team, so if you are passionate about being a team player and assisting others, we’d like to talk to you!

• Serve as the primary contact for the Service Desk call queue (phone, chat, email); log, categorize, and own incidents and requests in the ticketing system
• Maintain a high focus on First Call Resolution by using existing knowledge articles, SOPs, and troubleshooting guides; propose updates and new articles when gaps are found
• Adhere to Response SLAs and prioritize workload by impact and urgency; maintain performance during outages and high‑volume periods
• Fulfill basic requests such as password resets, account unlocks, access changes, device setup, and application support following established procedures
• Troubleshoot common end‑user issues (Windows, Office 365/Teams, VPN/MFA, printers, connectivity); triage and elevate to Level 2/3 per escalation paths when needed
• Document all actions, diagnostics, and resolution details thoroughly to enable trend analysis and self‑service; use accurate categorization and closure codes
• Communicate proactively with users about status, next steps, and expectations; follow through to closure and confirm user satisfaction
• Support onboarding and offboarding tasks (accounts, email, phones, equipment distribution/collection) and keep CMDB/asset records up to date
• Contribute to continuous improvement by identifying recurring issues, suggesting service improvements, and participating in sharing knowledge with the team

• A high school diploma or GED
• Strong customer service mindset with excellent written and verbal communication skills
• Ability to prioritize effectively, manage time, and perform under stress in a fast‑paced environment
• Experience providing in‑person or remote support for Windows desktop environments and Office 365 applications
• Familiarity with ticketing systems (e.g., Service Now) and disciplined documentation practices
• Basic understanding of Active Directory concepts (accounts, groups), networking fundamentals (TCP/IP, DNS, DHCP, VPN), and endpoint peripherals
• Knowledge of ITIL best practices; ITIL Foundation within 6 months of hire
• Adaptability, curiosity, and eagerness to learn; ability to collaborate on a geographically distributed team

• HDI…