IT Desktop Specialist

armamentsresearchcompany; Virginia; On-site; USD 45,000 - 70,000; Full time

Job summary

Armaments Research Company (ARC) is seeking an IT Support professional to serve as the primary contact for hardware, software, connectivity, and account issues. You will troubleshoot Windows and macOS, manage the ticket queue, and assist with onboarding, account provisioning in M365/Azure AD, and endpoint security.

The role supports an environment with hybrid device management and a focus on security/compliance, including training and documentation.

Qualifications

• 1+ year of experience in IT support or help desk roles.
• Strong Windows 10/11 and macOS troubleshooting skills.
• Familiarity with Microsoft 365 apps and admin tasks.
• Basic networking knowledge (WiFi, VPN, DNS, DHCP).
• Excellent communication and customer service mindset.

Responsibilities

• Serve as primary contact for internal IT support across hardware, software, connectivity, and accounts.
• Troubleshoot Windows and macOS issues in person, remotely, or via tickets.
• Manage IT ticket queue with clear communication and timely resolution.
• Set up and onboard new hires; manage user accounts in M365/Azure AD.
• Support endpoint management and security practices; document resolutions.

Tools

Microsoft 365

Intune

Jamf

Azure AD

Jira

ServiceNow

Job description

About Armaments Research Company

Armaments Research Company (ARC) is a technology company dedicated to bringing real-time situational awareness and battlefield logistics capabilities to the warfighter. You will be an integral part of the ARC team managing program execution in support of our innovative and powerful IoT devices to enhance national security.

Our core offering is the ARC AI-Enabled Weapons Sensor (AEWS), which collects and transmits real-time tactical data to the cloud. This information enables battlefield/tactical awareness and aggregated insights into big data sets that do not exist today. ARC technologies were initially developed in partnership with DARPA and the National Science Foundation and leverage internet-of-things (IoT) technology and machine learning to derive actionable insights and transform operational responses. This novel technology will be deployed at scale to enhance safety, decision-making, and sustainment for the warfighter at the tactical edge.

What You'll Do

Day-to-Day IT Support

• Serve as the primary point of contact for internal IT support requests across hardware, software, connectivity, and account issues
• Troubleshoot and resolve technical issues across Windows and macOS environments: in person, remotely, and via the ticketing system
• Manage the IT ticketing queue: logging, prioritizing, and resolving requests in a timely manner with clear communication throughout
• Escalate complex issues to senior IT staff with thorough documentation of steps already taken
• Provide A/V and technical support for team meetings, all-hands events, and customer demonstrations

Device & Account Management

• Set up, configure, and deploy laptops and peripherals for new employees
• Manage user accounts and access in Microsoft 365 and Azure Active Directory: creating, modifying, and disabling accounts as needed
• Perform onboarding IT setup for new hires: accounts, devices, software, and access on Day 1
• Perform offboarding IT tasks for departing employees: revoking access, recovering equipment, and securing accounts
• Maintain and track IT asset inventory: devices, peripherals, cables, and accessories

Systems & Network Support

• Support basic network troubleshooting: WiFi connectivity, VPN access, and printer issues
• Assist with software installations, updates, and patch management on employee devices
• Support endpoint management using MDM tools (Intune, Jamf, or equivalent)
• Assist with monitoring and maintaining ARC's Starlink and field connectivity solutions

Security & Compliance Support

• Follow and help enforce ARC's IT security policies including password management, MFA, and acceptable use
• Assist with maintaining ARC's CMMC Level 2 compliance posture; following established security procedures and escalating any anomalies
• Support periodic access reviews and help maintain accurate records of user permissions
• Complete required security awareness and CUI training and support team compliance with annual training requirements

Documentation

• Document common issues and resolutions in ARC's IT knowledge base; building a resource that makes the whole team more self-sufficient
• Maintain accurate records in the IT ticketing system
• Assist with updating IT procedures and runbooks as directed

Relevant Skills and Experience

• 1+ year of experience in an IT Support, Help Desk, or Desktop Support role
• Proficiency with Windows 10/11 troubleshooting and basic administration
• Working knowledge of macOS (ARC is a mixed Windows/Mac environment)
• Familiarity with Microsoft 365: Outlook, Teams, SharePoint, OneDrive
• Basic understanding of networking fundamentals: WiFi, VPN, DNS, DHCP
• Strong troubleshooting instincts: you approach problems methodically and don't give up easily
• Excellent communication and interpersonal skills: patient, clear, and never condescending
• Customer-service mindset: you genuinely enjoy helping people and take pride in fast, effective resolutions

Bonus Points

• Experience with Active Directory or Azure AD user and group management
• Familiarity with an IT ticketing system (Jira, ServiceNow, Zendesk, or similar)
• CompTIA A+ certification (or currently studying for it)
• Experience supporting a hybrid or remote workforce
• Familiarity with MDM tools such as Microsoft Intune or Jamf
• Interest in cybersecurity and a basic awareness of security best practices
• Prior experience in a startup, defense contractor, or government environment

This position will require access to restricted information and facilities protected under U.S. laws and regulations, including the National Industrial Security Program Operating Manual (NISPOM). Please note that any offer for employment will be conditioned on any required authorization to receive access to such restricted information and facilities necessary to perform the responsibilities of the position.

Citizenship Verification: This position requires verification of U.S. Citizenship to meet federal government security screening requirements requi