IT Support Specialist

Key Responsibilities

• Provide Tier 1–2 support for employees on devices, connectivity, and Microsoft 365 services.
• Own the help desk request: intake, triage, resolution, and escalation to the IT Manager / Systems Administrator when needed.
• Manage device lifecycle tasks: imaging, issuance, configuration, maintenance, and retirement for Windows, macOS, and iOS devices.
• Support new hire onboarding and departing employee offboarding: hardware setup/retrieval and basic account access, in coordination with the IT Manager.
• Train and assist employees in the secure use of Microsoft 365 GCC High tools (Teams, OneDrive, SharePoint, Outlook).
• Apply device configuration standards and security baselines set by the Cybersecurity & Compliance Manager and MSCP (patching, encryption, compliance policies).
• Maintain support documentation, quick-reference guides, and a knowledge base for common issues.
• Deliver a positive, professional support experience and identify recurring issues worth escalating for a permanent fix.
• Help train and coordinate additional support staff.

Front-Line Support

• Resolve Tier 1–2 issues related to devices, connectivity, and everyday software use.
• Maintain ticket response and resolution times that reflect a positive employee support experience.
• Escalate infrastructure-level or security-related issues to the appropriate owner (IT Manager or Cybersecurity & Compliance Manager).

Device Lifecycle

• Manage device issuance, configuration, and retirement across the company’s device fleet.
• Apply and verify security configurations (patching, encryption, compliance status) per standards set by IT leadership.
• Maintain accurate device records in coordination with the IT asset registry.

User Enablement

• Train employees on secure, effective use of Microsoft 365 GCC High collaboration tools.
• Maintain clear, up-to-date support documentation and self-service resources.

Qualifications

• 2–4 years of professional experience in IT help desk, desktop support, or end-user technical support.
• Familiarity with Windows, macOS, and iOS device management.
• Familiarity with Microsoft 365 (GCC or GCC High preferred), including Teams, OneDrive, SharePoint, and Outlook.
• Strong customer service orientation and clear, patient communication with non-technical staff.
• Comfort following documented security and configuration standards set by IT leadership.

Preferred Qualifications

• Certifications such as CompTIA A+ or Microsoft Certified: Modern Desktop Administrator Associate (not required at this time, as the company does not yet handle CUI).
• Prior experience in a defense, aerospace, or government contracting environment.
• Experience with endpoint management tools such as Intune.
• Experience training end users on new tools or platforms.

Salary & Benefits

Kraken Kinetics is committed to offering a competitive compensation package to attract and retain top talent. This full-time, on-site exempt position offers an annual salary range of $60,000- $75,000 depending on qualifications and experience.

Benefits Included:

• Generous PTO policy
• Comprehensive medical coverage (80% company-paid for employee + dependents).
• Vision & dental (100% company-paid)
• Short and long-term disability coverage (100% company-paid)
• Generous 401(k) retirement plan
• Company-paid life insurance
• Great teammates and well stocked snacks

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Equal Opportunity Employer

Kraken Kinetics is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and welcome applicants of all backgrounds.