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IT Services Specialist I

L3

iridium satellite communicationsMcLean, VA2 days ago

$60,000 - $75,000 per year

Occupations

Computer User Support SpecialistsComputer Network Support SpecialistsNetwork and Computer Systems Administrators

Industries

Computer Systems Design ServicesComputer Facilities Management ServicesOther Computer Related Services
Service Specialist IIridium 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!
What You'll Do:
  • 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 escalate 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
  • What You'll Need to Succeed: A high school diploma or GEDStrong 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., ServiceNow) 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
  • Things That Would Be Great If You Brought To The Table: HDI Support Center Analyst (SCA), CompTIA A+, Network+, or Security+Experience with common enterprise tools (ServiceNow, Active Directory, SCCM/ConfigMgr, Intune/MDM)
  • Exposure to / experience with SOP creation
  • We'll Also Need You To: Work varied shifts or limited off-hours to support maintenance windows as needed
  • Lift up to 40 lbs and occasionally crawl under desks to access cabling or equipment
  • Be able to work a hybrid schedule that includes at least 4 days per week in office
  • Be able to work across our 3 AZ locations in Tempe and Chandler
  • Be a US Citizen
Work Environment: This position primarily works in an office setting and is largely sedentary with the majority of the position working with a computer. The role typically requires the use of basic office equipment such as a phone, video, computer, keyboard, mouse, and printer. We believe in-person connection drives innovation, strengthens mentorship, and builds culture, while flexibility enables employees to do their best work. Under Iridium's Hybrid Work Policy, employees are expected to work at least four days per week (approximately 80%) in an Iridium office to support collaboration, relationship-building, and professional growth.
Additional Information: This job description outlines the general nature and level of work for this role and is not a comprehensive list of duties, responsibilities, or qualifications. Employees may be assigned additional responsibilities as needed. Base Pay Range: $60,000 - $75,000 USDActual compensation will be determined based on a variety of factors and this range represents an estimate of compensation at the time of posting. Base salary is only one part of our compensation package for this role. You may also be eligible for company stock and annual bonus. Employee benefits also include medical, dental, and vision insurance coverage; 401(k) retirement plan options; paid time off and paid holidays; paid parental leave; and other discounts and perks. Iridium is an Equal Opportunity Employer, including individuals with disabilities and protected veterans.
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Level

JuniorL3

Salary

$60,000 - $75,000 per year

Location

McLean, VA

Occupation

Computer User Support Specialists

Industry

Computer Systems Design Services

Posted

2 days ago

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