Desktop Support Specialist - Aetos Systems

Who We Are!

Aetos Systems, Inc. was founded in early 2007 to provide a unique work experience. Employees are the foundation of our business. Our leaders work hard every day to empower and support our employees in the development of their careers, giving back to their community and providing their expertise and innovations to our customers - solving real world business problems. Our culture focuses on our people -- our strongest asset -- ensuring they have an environment to provide best-in-class service and solutions to our customers. We always strive to do the right thing.

Have you imagined working for a dynamic small business where you are heard, highly regarded and able to do what you love all in one package? This is your opportunity! Join now!

Job Summary

In this position, you will work closely with the Aetos Information Technology Team to provide dedicated desktop support for specialized hardware and software supporting NASA’s Launch Services Program.  This position will require frequent interaction with highly technical engineers performing specialized analysis for launch support.  We are looking for a teammatewho thrives in a dynamic and fast-paced environment and is passionate about providing high-quality technical support.  You will be the first line of defense for our customers when it comes to troubleshooting and resolving technical issues. You will provide support for a variety of hardware, software, and network-related challenges, helping employees stay productive with minimal downtime. You will also be responsible for configuring and deploying new hardware and assisting with ongoing IT projects.  You will play a key role in ensuring that end-user devices are functioning optimally. You will also work closely with other members of the IT team to identify and resolve any recurring issues, helping improve overall IT processes and user satisfaction.

Responsibilities

• Provide prompt, courteous, and efficient technical support to all customers either remotely or in-person.
• Install, configure, and set up high-end desktops, laptops, and software according to NASA specifications and security standards.
• Perform upgrades, repairs, and replacements of existing IT equipment, ensuring minimal disruption to employees’ workflow.
• Assist with software installations, patches, and updates to maintain system performance and security.
• Diagnose and resolve software issues related to operating systems (Windows, macOS), various business and engineering applications (Microsoft Office, Adobe Suite, Matlab etc.) and peripheral devices.
• Address network-related issues such as Wi-Fi connectivity, VPN access, email, and browser-related problems.
• Assist with onboarding and offboarding of employees, ensuring devices are properly set up and returned when necessary.
• Maintain clear and accurate records of support requests, troubleshooting steps, and resolutions in the Track-It! ticketing system.
• Create and update technical documentation, user manuals, and knowledge base articles to help employees solve common issues independently.
• Track IT assets, hardware, and software, ensuring proper inventory and lifecycle management.
• Assist with IT audits to ensure that systems, devices, and licenses comply with organizational standards.
• Assist in NASA IT initiatives such as hardware rollouts, software upgrades, and system migrations.
• Support IT projects and initiatives related to system performance, user experience, and productivity.
• Participate in efforts to automate repetitive tasks and improve IT support processes.

Core Competencies:

• Problem-Solving: Ability to diagnose and resolve technical issues efficiently and accurately.
• Communication Skills: Strong verbal and written communication skills, able to explain complex technical information in simple terms for users.
• Customer Service: Exceptional customer service skills with a friendly, professional demeanor when interacting with employees.
• Time Management: Ability to manage multiple tasks and prioritize issues based on urgency.
• Attention to Detail: Accuracy in maintaining system records, documentation, and troubleshooting steps.
• Team Collaboration: Ability to work effectively as part of a larger IT team while also taking ownership of individual tasks.

Requirements

• Must be a U.S. citizen with the ability to pass a NASA background investigation

Education & Experience

• High school diploma or equivalent required; Associate’s or Bachelor’s degree in Computer Science, Information Technology, or a related field preferred.
• At least 2 years of experience in an IT support or desktop support role, preferably in a corporate environment.
• Demonstrated ability to be self-motivated in a collaborative team and customer environment
• Ability to deliver on-time, first-time quality products and work to exceed expectations of our customers
• Good oral and written communication skills
• Technical writing and research abilities
• Good analytical and problem-solving skills

Technical Skills

• Strong technical knowledge of Windows 10/11, macOS, and common business and engineering software applications.
• Experience with Active Directory, Microsoft Exchange, VPNs, and email configuration.
• Basic understanding of networking (TCP/IP, DNS, DHCP, VPN, Wi-Fi troubleshooting).
• Familiarity with system monitoring and diagnostic tools
• Proficient with batch files, MS PowerShell and writing custom scripts

Benefits

What we offer:

• Competitive salaries
• Education and professional development assistance
• Multiple healthcare benefit packages & 24/7 virtual on-demand doctors’ visits
• 401K
• Dave Ramsey’s SmartDollar Financial Wellness program.
• Civic Leave – time off to support your favorite charity or community.
• Paid time off for personal leave and holidays.