IT Support Specialist

About the role

Voyager Technologies is seeking a Mid to Senior level IT Specialist to provide onsite support for our Reno, NV location. This role reports to the IT Operations Manager and is part of the Corporate IT Department. The position is based in Reno, NV and requires U.S. Person status for ITAR/export-control eligibility.

Responsibilities

• End-User Support & Ticket Resolution
  • Provide hands-on Tier 1–3 IT support for users at the Nevada site, including hardware, software, operating systems, access, collaboration tools, peripherals, and meeting-room technology.
  • Manage incidents and requests through Voyager’s service desk platform, maintaining clear documentation, timely updates, and strong customer experience.
  • Troubleshoot Windows, macOS, Microsoft 365, endpoint management, identity access, VPN, printer, mobile device, and local connectivity issues.
  • Escalate complex or enterprise-impacting issues through established IT, cybersecurity, networking, or vendor support paths.
• Device, Asset & Access Support
  • Manage laptop, desktop, mobile, peripheral, and accessory lifecycle activities: provisioning, refresh, repair coordination, decommissioning, and inventory accuracy.
  • Execute onboarding, offboarding, access changes, device setup, and secure return procedures in accordance with Voyager standards.
  • Maintain local IT stock, asset records, labeling, and equipment readiness for new hires, visitors, and program needs.
  • Support identity and access management workflows while following least-privilege, separation-of-duties, and approval requirements.
• Secure Site & Local Operations Support
  • Support Nevada site operations requiring classified-access awareness, secure handling practices, and adherence to government security requirements.
  • Assist with local network, conference room, printer, lab, and infrastructure touchpoints under direction from enterprise IT, networking, and cybersecurity teams.
  • Follow change-control, incident-response, export-control, CUI, and security procedures when supporting systems or users.
  • Participate in site activations, moves, audits, equipment refreshes, and operational readiness activities as needed.
• Documentation & Continuous Improvement
  • Create and maintain support documentation, knowledge articles, standard operating procedures, and troubleshooting guides.
  • Identify recurring issues and recommend improvements to reduce ticket volume, improve user experience, and strengthen security.
  • Provide user coaching on support processes, secure collaboration, approved tools, and basic technology practices.
  • Collaborate with IT operations, cybersecurity, networking, facilities, and program stakeholders to support site needs.

Minimum Qualifications

• High school diploma or equivalent and related IT certifications.
• 5–7+ years of hands-on IT support, desktop support, service desk, systems administration, or field support experience.
• Experience supporting Windows, macOS, Microsoft 365, endpoint management, identity/access, collaboration tools, printers, peripherals, and common enterprise applications.
• Working knowledge of networking fundamentals, endpoint security, device lifecycle, ticketing systems, and IT service management practices.
• Ability to operate independently in an on-site support role while following enterprise IT, cybersecurity, and change-management standards.
• Strong customer service, written documentation, troubleshooting, prioritization, and communication skills.
• Must have U.S. Person status required for ITAR/export-control eligibility.

Preferred Qualifications

• Experience with Microsoft Intune, Entra ID, Active Directory, Defender, GCC High, ServiceNow, Jira, Halo, Zendesk, Jamf, or similar tools.
• Relevant certifications such as Security+, Network+, A+, Microsoft, ITIL, or similar.
• Experience supporting CUI, ITAR/EAR, CMMC, or other regulated data-handling requirements.
• Experience with conference room technology, AV support, local network troubleshooting, and executive or engineering-user support.

Travel, Physical, And/Or Government Mandated Requirements

• On-site role in Reno, NV.
• Ability to lift, move, or carry IT equipment and hardware up to 50 pounds in support of site operations and infrastructure deployments.
• Position requires access to classified or controlled information; employment conditioned on maintaining an active Top Secret clearance and complying with applicable government security requirements.

Pay

The good-faith base salary range for this role is $80,000 – $95,000 USD at the time of posting. Where you fall within the range depends on your experience, skills, and location. This range reflects base salary only and does not include benefits or bonus/incentive. This range may be adjusted in the future.

Benefits

• Flexible Time Off (FTO) to recharge and maintain a healthy work-life balance.
• Comprehensive medical, dental, and vision coverage for employees and their families, with a significant portion of premiums covered by the company and many benefits paid at 100% for employees.
• Flexible, affordable gym memberships with 12,700+ options nationwide (e.g., 24 Hour Fitness, EoS Fitness, Crunch Fitness, Anytime Fitness, Blink Fitness, Chuze Fitness) including no long-term contracts and free on-demand workout videos before enrollment.
• 401(k) retirement plan with a 50% company match on contributions up to 8%.
• Company wellness programs supporting physical and mental well-being.
• Additional voluntary benefits and employee support resources.
• The opportunity to work alongside a highly talented team in an innovative, mission-driven environment.