IT Helpdesk Support Technician

We are a fast-paced business with ambitious growth plans; if you are dedicated, enthusiastic, and always seeking ways to improve, you'll enjoy a career with us!

About the role

Ontic is a leading global aerospace OEM trusted by the world’s aviation leaders. The Creedmoor, NC site is home to specialist companies within the Ontic Group, including Firstmark, Twin Commander, and Metro Merlin. With over 1,300 employees across four time zones and seven sites, we have more than doubled in size since 2019 and continue to grow at pace.

This on-site role within secure facilities provides frontline IT support in a highly regulated, mission-critical environment. The ideal candidate demonstrates strong technical aptitude, adherence to security protocols, and a commitment to supporting systems that enable national security and advanced aerospace innovation.

Responsibilities

• Provide outstanding customer service and Tier 1/Tier 2 technical support for desktops, laptops, ruggedized systems, and peripheral devices in secure environments.
• Maintain and update records and tickets using ServiceDesk.
• Troubleshoot hardware, software, and network connectivity issues in compliance with IT security policies.
• Install, configure, and maintain Windows-based systems in accordance with cybersecurity and regulatory requirements.
• Support Microsoft 365 (or secure enterprise equivalents), engineering applications, and specialized defense software.
• Assist with user account provisioning, access controls, and Active Directory management.
• Maintain system documentation in accordance with ITAR, NIST, CMMC, or other applicable compliance frameworks.
• Deploy and support systems within classified or controlled-access environments (as permitted by clearance level).
• Perform patch management, antivirus updates, and endpoint security monitoring.
• Escalate incidents following established incident response and security procedures.
• Support audits and compliance checks by maintaining accurate technical records.
• Potential participation in on-call rotation.

Requirements

• Must be a US citizen or legal resident.
• Associate’s or Bachelor’s degree in Information Technology, Computer Science, Cybersecurity, or related field (or equivalent experience).
• Computer troubleshooting and application/user support experience.
• Strong problem-solving and analytical skills; ability to manage multiple projects.
• Effective communication with all levels of management and staff, both technical and non-technical users.
• Self-starter with strong organizational skills.
• Foundational knowledge of Windows operating systems and hardware troubleshooting.
• Strong awareness of cybersecurity best practices.
• Excellent documentation and communication skills.
• Ability to follow strict policies and procedures.
• This position must meet export control compliance requirements. To meet these, a “U.S. Person” as defined by 22 C.F.R. § 120.15 is required (“U.S. Person” includes U.S. Citizen, lawful permanent resident, asylee, or refugee).

Benefits

• Comprehensive medical insurance.
• Competitive PTO.
• Company 401K plan with up to 4% matched contribution.
• Annual bonus program (varies by level and discretionary based on company and individual performance).
• 9/80 schedule.
• Paid volunteering opportunities.
• Access to mental health champions across our sites.
• Commitment to development.
• Employee referral program.