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Lead IT Support Specialist full_time NEW

As a key member of Virgin Galactic’s IT department, the IT Support Site Lead will work in close coordination with the IT Support Team performing and leading all activities associated with installing, supporting and maintaining a wide range of IT hardware, software and services. Leads the day-to-day operations of the site. Identifies, researches, and resolves complex problems. Creates and manages escalation procedures and ensures service levels are maintained. Documents, tracks, and monitors problems to ensure resolution in a timely manner. This position requires expert level hardware and software troubleshooting skills, advanced networking knowledge, ability to follow directions, communicate effectively, and capability to be a self-starter. Experience in supporting an Aerospace or Engineering environment is a plus. Prior experience in a fast-paced technical environment is a plus.

Responsibilities

  • Leads IT Support Team in troubleshooting and resolving software, hardware, network and phone system issues for local and remote personnel.

  • Assists users in resolving computer hardware and software issues.

  • Leads by example.

  • Ensures local inventory is up to date.

  • Proactive, motivated and have a genuine passion for IT and customer service.

  • Assign/manage/troubleshoot NTFS file access permissions.

  • Assign/manage/troubleshoot SharePoint access permissions.

  • Provide training to helpdesk staff on operational procedures and troubleshooting techniques.

  • Plans, prioritizes, assigns, leads and reviews the work of assigned staff performing a variety of work activities within helpdesk using the ticketing system.

  • Coordinates and evaluates section operations and activities; recommends and implements improvements and modifications.

  • Build and maintain relationships with all IT units to ensure that IT-delivered services and end-user productivity goals are understood and exceeded.

  • Provide new technology rollout support including extra training sessions and hyper-care support after deployments.

  • Promote self-service tools and the knowledge repository as mechanisms to improve end-user satisfaction.

  • Provides input on service delivery activities and raises service improvement opportunities to IT Leadership.

  • Analyzes user requests to implement innovative enterprise-wide solutions that increase efficiency and user experience.

  • Ensure quick response times to facilitate maximum uptime for all users and systems.

  • Configure, deploy, fix, and provide troubleshooting support based on either documented procedures or directive for the following hardware and software:

      • Desktops, Laptops, and Mobile Devices

      • Network Printers

      • Servers

      • Telecommunication Systems – wired, wireless and cellular including Apple iPhones, iPads and Conference Room hardware.

  • Server, Exchange and SAAS administration functions such as file permissions, application management and Exchange tasks.

  • Troubleshoot and report network issues to the Infrastructure Team.

  • Assist users with supported software and hardware with the approach of understanding of technology from a user’s perspective while providing an expert level of support.

  • Escalate unknown/unsolved issues to appropriate internal or external support resources.

  • Collaborate with co-workers to share expertise, information and solve problems.

  • Create documentation for use by end users (help sheets, usage guides, FAQ’s, etc.).

  • Up to 25% travel

  • Other duties and responsibilities as assigned by IT Leadership.

 

Required Skills and Experience

  • Minimum 5 years of advanced IT support experience in a medium to large corporate environment.

  • Associates Degree or equivalent work experience   

  • Experience with the following software and hardware:

    • Active Directory

    • Exchange 365

    • Office 365

    • Sharepoint 365

    • OKTA

    • MacOs

    • Basic network experience, wired and wireless

    • Previous experience with ticketing systems (JIRA, ServiceNow)

    • Meeting and Conference Room software & equipment support.

    • Superior organization and time management skills.

    • Creates a high level of user satisfaction through accurate and timely follow-up & strong troubleshooting skills.

    • Experience with PC Imaging.

    • Excellent AD/LDAP/SSO knowledge.

    • Expert working knowledge of all Microsoft Windows & Office technologies (Windows 10 as well as Office/Outlook/Excel/Word and PowerPoint)

    • Ability to routinely lift equipment weighing 10-25 lbs. 

 

Preferred Skills and Experience

  • Associate’s degree or higher is preferred in an Information Technology field

  • 1 years of previous IT Lead or Supervisor support experience in a large corporate environment

  • CompTIA, Microsoft and other IT application specific related certificates are a plus

The annual U.S. base salary range for this full-time position is $64,480.00–$92,560.00. The base pay actually offered will vary depending on job-related knowledge, skills, location, and experience and take into account internal equity. Other forms of pay (e.g., bonus or long term incentive) may be provided as part of the compensation package, in addition to a full range of medical, financial, and other benefits, dependent on the position offered. For more information regarding Virgin Galactic benefits, please visit https://vgcareers.virgingalactic.com/global/en/benefits

 

Who We Are

Virgin Galactic is an aerospace and space travel company, pioneering human spaceflight for private individuals and researchers with its advanced air and space vehicles. We are making the dream of space travel a reality, delivering spaceflight at an unprecedented frequency, with the development of next generation space vehicles. 

 

Export Requirements 
To conform to U.S. Government export regulations, applicant must be a U.S. Person (either a U.S. citizen, a lawful permanent resident or a protected individual as defined 8 U.S.C. 1324b(a)(3) or be able to obtain the required authorization from either the U.S. Department of State or the U.S. Department of Commerce. The applicant must also not be included in the list of Specifically Designated Nationals and Blocked Persons maintained by the Office of Foreign Assets Control. See list here.

 

EEO Statement
Virgin Galactic is an Equal Opportunity Employer; employment with Virgin Galactic is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, gender identity, national origin/ethnicity, veteran status, disability status, age, sexual orientation, marital status, mental or physical disability or any other legally protected status. 

 

DRUG FREE WORKPLACE
Virgin Galactic is committed to a Drug Free Workplace.  All applicants post offer and active teammates are subject to testing for marijuana, cocaine, opioids, amphetamines, PCP, and alcohol when criteria is met as outlined in our policies. This can include pre-employment, random, reasonable suspicion, and accident related drug and alcohol testing. 

 

PHOENIX EMPLOYMENT REQUIREMENTS
For individuals seeking employment at our Phoenix Mesa Gateway Airport facility, employment is contingent upon you obtaining and maintaining a TSA authorized security badge.  This includes initial and annual mandatory background checks that are governed by TSA, and conducted by the Phoenix Mesa Gateway Airport badging office.

 

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