Information Technology Specialist

Pacific Science & Engineering Group, Inc.; San Diego (CA); On-site; USD 52,000 - 72,000; Full time

Job summary

Pacific Science & Engineering Group, Inc. is seeking a Level 1 IT Helpdesk Specialist to join our full-time staff in San Diego. You will provide first-line technical support, troubleshoot software/hardware issues, and assist with Microsoft 365 services in a Microsoft-centric environment.

You will enroll devices via Microsoft Intune, manage endpoints, and support AV and conference room tech. A strong customer-service mindset and clear communication are essential for this role.

Qualifications

• High school diploma or equivalent; Associate degree in IT or related field preferred.
• One or more years of experience providing technical support to end users in a business environment.
• Strong troubleshooting skills and ability to diagnose and resolve hardware and software issues.
• Working knowledge of Microsoft Windows 11 desktop environments.
• Experience supporting Microsoft 365 (Office, Outlook, Teams, SharePoint, OneDrive).
• Familiarity with mobile device management platforms (Microsoft Intune preferred).
• Strong communication skills with ability to explain technical concepts to non-technical users.
• Excellent customer service and problem-solving abilities.
• Ability to manage multiple support requests and prioritize effectively.
• Logical, methodical approach to troubleshooting with a focus on identifying root cause.
• Security-minded approach that applies principle of least privilege and treats account and permission changes as security-sensitive actions.
• Strong documentation habits for account, configuration, and troubleshooting actions taken.
• Basic understanding of Microsoft Entra ID / Azure fundamentals, including identities, authentication, and roles.
• Citizenship Verification: This position requires verification of US Citizenship to meet federal government security requirements.

Responsibilities

• Provide technical support to end users via Teams, email, and in-person for hardware and software issues on Windows laptops, mobile devices, and peripherals.
• Troubleshoot and resolve issues with Microsoft 365 applications and services including Outlook, Teams, SharePoint, OneDrive, and Office Suite.
• Support device enrollment and management through Microsoft Intune, including mobile device management and compliance verification.
• Assist with endpoint device configuration, including software installation, Windows updates, driver updates, and antivirus management.
• Manage computer imaging, factory resets, and hardware replacement workflows for end-user devices.
• Support audio-visual and conference room technology systems, including displays, projectors, docking stations, and meeting equipment.
• Troubleshoot network connectivity issues, including VPN, Wi-Fi, and Ethernet connectivity problems.
• Perform account management tasks including email alias creation, permission changes, and multi-factor authentication setup.
• Document issues and resolutions in ticketing systems and maintain clear communication with end users throughout support interactions.
• Escalate complex issues to senior IT staff or appropriate technical teams with clear documentation.
• Provide hardware support including equipment ordering, deployment, and troubleshooting for docking stations, monitors, peripherals, and mobile devices.
• Perform basic administrative tasks in the Microsoft 365 Admin Center, including reviewing user accounts, assigning licenses, and managing groups.
• Support user identities, authentication, and permissions within Microsoft Entra ID.
• Troubleshoot Exchange Online and Outlook issues, including shared mailboxes, distribution lists, calendar permissions, and mail delivery.
• Support OneDrive and SharePoint, including file synchronization, sharing permissions, and file recovery.
• Troubleshoot basic networking fundamentals, including IP addressing, DNS, and DHCP, in addition to VPN and Wi-Fi connectivity.
• Follow a consistent troubleshooting process — understand the issue, gather information, troubleshoot, verify the resolution, and document the outcome before escalating when necessary.

Skills

Troubleshooting

Windows 11

Microsoft 365

IT support

Communication

Customer service

Documentation

Security-minded

Education

High school diploma

Associate degree in IT

Tools

Microsoft Intune

Microsoft Entra ID

Azure fundamentals

SharePoint

OneDrive

Exchange Online

Active Directory

Job description

At Pacific Science & Engineering, we’re designing human-centered solutions and user interfaces that allow humans to partner effectively and safely with leading edge, high-complexity and high-consequence military and commercial systems. Our work includes areas such as autonomous systems, information and decision support systems, data visualization, electric grid control, and training systems. Our science-driven approach to human factors engineering and design is unique and industry leading. We’re a diverse, multi-disciplined team of talented, energetic, and innovative scientists, engineers, analysts, and designers working together in an inclusive and collaborative environment. We are an employee-owned company that provides a flexible work environment, competitive compensation, and incentives based on accomplishment and experience. If you’re excited to contribute to the future of successful human-technology partnership, Pacific Science & Engineering could be the perfect team for you.

Role

We are seeking a highly qualified professional to join our full-time staff as a Level 1 Information Technology (IT) Helpdesk Specialist. The Level 1 IT Helpdesk Specialist will provide first-line technical support to Pacific Science & Engineering staff, troubleshooting and resolving software and hardware issues in PSE's Microsoft-centric IT environment.

Responsibilities

• Provide technical support to end users via Teams, email, and in-person for hardware and software issues on Windows laptops, mobile devices, and peripherals
• Troubleshoot and resolve issues with Microsoft 365 applications and services including Outlook, Teams, SharePoint, OneDrive, and Office Suite
• Support device enrollment and management through Microsoft Intune, including mobile device management and compliance verification
• Assist with endpoint device configuration, including software installation, Windows updates, driver updates, and antivirus management
• Manage computer imaging, factory resets, and hardware replacement workflows for end-user devices
• Support audio-visual and conference room technology systems, including displays, projectors, docking stations, and meeting equipment
• Troubleshoot network connectivity issues, including VPN, Wi-Fi, and Ethernet connectivity problems
• Perform account management tasks including email alias creation, permission changes, and multi-factor authentication setup
• Document issues and resolutions in ticketing systems and maintain clear communication with end users throughout support interactions
• Escalate complex issues to senior IT staff or appropriate technical teams with clear documentation
• Provide hardware support including equipment ordering, deployment, and troubleshooting for docking stations, monitors, peripherals, and mobile devices
• Perform basic administrative tasks in the Microsoft 365 Admin Center, including reviewing user accounts, assigning licenses, and managing groups
• Support user identities, authentication, and permissions within Microsoft Entra ID
• Troubleshoot Exchange Online and Outlook issues, including shared mailboxes, distribution lists, calendar permissions, and mail delivery
• Support OneDrive and SharePoint, including file synchronization, sharing permissions, and file recovery
• Troubleshoot basic networking fundamentals, including IP addressing, DNS, and DHCP, in addition to VPN and Wi-Fi connectivity
• Follow a consistent troubleshooting process — understand the issue, gather information, troubleshoot, verify the resolution, and document the outcome before escalating when necessary

Required Qualifications

• High school diploma or equivalent; Associate degree in IT or related field preferred
• One or more years of experience providing technical support to end users in a business environment
• Strong troubleshooting skills and ability to diagnose and resolve hardware and software issues
• Working knowledge of Microsoft Windows 11 desktop environments
• Experience supporting Microsoft 365 (Office, Outlook, Teams, SharePoint, OneDrive)
• Familiarity with mobile device management platforms (Microsoft Intune preferred)
• Strong communication skills with ability to explain technical concepts to non-technical users
• Excellent customer service and problem-solving abilities
• Ability to manage multiple support requests and prioritize effectively
• Logical, methodical approach to troubleshooting with a focus on identifying root cause rather than symptoms only
• Security-minded approach that applies the principle of least privilege and treats account and permission changes as security-sensitive actions
• Strong documentation habits for account, configuration, and troubleshooting actions taken
• Basic understanding of Microsoft Entra ID / Azure fundamentals, including identities, authentication, and roles
• Citizenship Verification: This position requires verification of US Citizenship to meet federal government security requirements.

Preferred Qualifications

• CompTIA A+, Network+, or Microsoft certifications (Security+, Microsoft Certified: Windows Server, etc.)
• Experience with Active Directory and user account management
• Experience supporting Cisco networking equipment
• Experience with helpdesk ticketing systems
• Working knowledge of VPN, network protocols, and network troubleshooting
• Experience with Hyper-V or other virtualization technologies
• Knowledge of IT security best practices and compliance requirements
• Previous experience in a government contractor or defense-related IT
• Experience with Microsoft 365 Admin Center license and group management
• Experience working within a structured Level 1/Level 2 support escalation process