IT Administrator - Help Desk

The Role

We are seeking a proactive, customer-focused IT Support Technician to serve as the first line of IT support for approximately 600 employees across our organization. The successful candidate will provide Level 1 and Level 2 technical support, including ticket management, device provisioning, employee onboarding and offboarding, and desk-side support at headquarters and remote sites without dedicated IT personnel.

This role plays a critical part in maintaining the security and efficiency of our IT environment, particularly in supporting systems and devices that handle Controlled Unclassified Information (CUI) and ITAR-controlled data.

The ideal candidate will demonstrate strong technical troubleshooting skills, attention to detail, and a commitment to security best practices, including identity verification, device chain of custody, and proper handling of sensitive information.

Key Responsibilities

• Work the service desk queue in Jira Service Management: triage and resolve Tier 1 and Tier 2 tickets within SLA, and escalate issues cleanly to systems and network teams.
• Provision and support Windows and macOS laptops, including imaging, MDM enrollment, EDR and encryption checks, peripherals, and printers.
• Manage employee onboarding and offboarding, including device preparation, Okta activation, new-hire IT orientation, device recovery, and same-day deprovisioning.
• Support Microsoft 365, Okta, conferencing and AV systems, and shared shop-floor workstations.
• Maintain knowledge base articles and promote self-service solutions.
• Provide desk-side IT support for sites without local IT personnel, including support for new site openings.
• Maintain accurate asset records, manage the loaner pool and spare equipment, and participate in the IT support on-call rotation.

Required Qualifications

• 2+ years in IT support at a company of 200+ people.
• Windows and macOS troubleshooting; Microsoft 365; Okta or an equivalent identity provider; MDM enrollment (Intune or Jamf); printers; conferencing/AV.
• ITSM ticketing (Jira Service Management or similar) and clear ticket writing.
• Awareness of NIST SP 800-171 and ITAR obligations as they apply to support work.

Preferred Qualifications

• Experience providing IT support across multiple sites or within a manufacturing environment.
• Previous experience in the defense, aerospace, or cleared-facility industries.
• Relevant industry certifications, such as CompTIA A+, Network+, or Security+.
• Basic knowledge of PowerShell scripting and automation.

Additional Requirements

• Available to work extended hours and weekends as needed.
• Willingness to travel around 10-20% as needed during new site development.

ITAR Requirements

To conform to U.S. Government export regulations, applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (aka green card holder), (iii) Refugee under 8 U.S.C. § 1157, or (iv) Asylee under 8 U.S.C. § 1158, or be eligible to obtain the required authorizations from the U.S. Department of State. Learn more about the ITAR here.

Pay Range $32 - $40 USD

At Mach, we believe that compensation is more than just a paycheck. It's a comprehensive package designed to reward the time, skills, and expertise you bring to our team. We are committed to offering competitive compensation that is equitable, transparent, and aligned with market trends.

Key Elements of Our Compensation Philosophy

• Competitive Salaries: We continuously research market rates to ensure our salaries are competitive with those in our industry and geographic location.
• Performance-Based Incentives: Our bonus structure is tied to both individual and company performance, creating a win-win scenario that motivates our team members to excel.
• Equity Participation: We offer stock options or equity to employees, ensuring that you share in the success and growth of the company.
• Benefit Packages: Our benefits include healthcare, dental and vision plans, retirement savings, and paid time off, because we understand that your well-being extends beyond the office.
• Professional Development: We allocate funds for continuing education, training, and career growth.
• Transparency: We are committed to openness about our compensation tiers and how decisions are made, ensuring trust and mutual respect.

By joining Mach, you're not just accepting a job-you're becoming a key part of a team that values your contributions and invests in your growth. Together, we aim to create a rewarding environment that sets the stage for long-term success.

Data Privacy

Disclosures

This position may require access to information protected under U.S. export control laws and regulations, including the Export Administration Regulations (EAR) and the International Traffic in Arms Regulations (ITAR). Please note that any offer for employment may be conditioned on authorization to receive software or technology controlled under these U.S. export control laws and regulations without sponsorship for an export license.

The salary range for this role is an estimate based on a wide range of compensation factors, inclusive of base salary only. Actual salary offers may vary based on (but not limited to) work experience, education and training, critical skills, and business considerations. Highly competitive equity grants are included in most offers and are considered part of Mach's total compensation package. Mach offers benefits such as health insurance, retirement plans, and opportunities for professional development.