Impulse Space is looking for a Level 2 Service Desk Analyst to join our high-performance space startup. This role will be instrumental in providing a frictionless user experience on all IT systems. The individual in this role will assist with the creation and curation of our knowledgebases and ticketing systems. He or She will ensure we are meeting the proper service level agreements between the IT and the business units we support. The ideal candidate will also be flexible and flourish in a fast paced and challenging environment. He or she should be a self-starter and have excellent motivation, leadership, and ingenuity to excel at this position. When it comes to IT service, performance, and availability, the buck stops here.
Responsibilities
- Provide Level 2 technical support to resolve complex hardware, software, and network issues for end-users on Linux, Windows, and Mac OS.
- Escalate and coordinate with the engineering teams when necessary for issue resolution.
- Maintain accurate documentation of support interactions and contribute to knowledge base articles.
- Deliver exceptional customer service by actively listening, empathizing, and providing clear solutions.
- Provide white-glove support for company executives.
- Stay current with industry trends and continuously develop technical skills.
- Collaborate with Level 1 and Level 3 support teams to resolve issues effectively.
- Independently diagnose and troubleshoot technical problems and provide timely resolutions.
Minimum Qualifications
- Experience in troubleshooting network, OS, and application problems.
- Must be able to use basic Microsoft Office 365 administration functions such as Endpoint Management (Intune) and Entra ID (Azure Active Directory).
- Strong knowledge of SLAs and the importance of adherence to standards
- Ability to work independently under minimal supervision.
- Proficiency in creating documentation and assisting the L1 service desk staff on technical challenges.
Preferred Skills and Experience
- BA/BS degree in Computer Science or related field is preferred; equivalent work experience required.
Additional Information:
Compensation bands are determined by role, level, location, and alignment with market data. Individual level and base pay is determined on a case-by-case basis and may vary based on job-related skills, education, experience, technical capabilities and internal equity. In addition to base salary, for full-time hires, you may also be eligible for long-term incentives, in the form of stock options, and access to medical, vision & dental coverage as well as access to a 401(k) retirement plan.
To conform to U.S. Government space technology export regulations, including the International Traffic in Arms Regulations (ITAR) you must be a U.S. citizen, lawful permanent resident of the U.S., protected individual as defined by 8 U.S.C. 1324b(a)(3), or eligible to obtain the required authorizations from the U.S. Department of State. Learn more about the ITAR here.
Impulse Space is an Equal Opportunity Employer; employment with Impulse Space is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status.
