IT Helpdesk Support Technician

Ontic; Creedmoor (NC); On-site; USD 52,000 - 75,000; Full time

Benefits offered by this job

Comprehensive medical insurance

4% 401K match

Annual bonus program

9/80 schedule

Paid volunteering opportunities

Mental health champions

Job summary

Ontic in Creedmoor, NC is seeking an experienced IT Helpdesk Support Technician. The role provides frontline Tier 1/2 IT support in a secure, regulated environment and reports to the Director of IT. On-site work within secure facilities, supporting Windows, Microsoft 365, and defense software.

Ideal candidates are US citizens or residents with IT/CS/Cybersecurity degrees, strong documentation, and a proactive, organized mindset. On-call rotation may be required.

Qualifications

• Must be a US citizen or legal resident.
• Associate’s or Bachelor’s degree in Information Technology, Computer Science, Cybersecurity, or related field (or equivalent experience).
• Computer troubleshooting and application/user support.
• Strong problem-solving and analytical skills; ability to manage multiple projects.
• Communicate effectively with all levels of management and staff, both technical and non-technical users.
• Must be a self-starter with strong organizational skills.
• Foundational knowledge of Windows operating systems and hardware troubleshooting.
• Strong awareness of cybersecurity best practices.
• Excellent documentation and communication skills.
• Ability to follow strict policies and procedures.
• Potential participation in on-call rotation.

Responsibilities

• Provide outstanding customer service Tier 1 and Tier 2 technical support for desktops, laptops, ruggedized systems, and peripheral devices in secure environments.
• Maintain, update records, and tickets using ServiceDesk.
• Troubleshoot hardware, software, and network connectivity issues in compliance with IT security policies.
• Install, configure, and maintain Windows-based systems in accordance with cybersecurity and regulatory requirements.
• Support Microsoft 365 (or secure enterprise equivalents), engineering applications, and specialized defense software.
• Assist with user account provisioning, access controls, and Active Directory management.
• Maintain system documentation in accordance with ITAR, NIST, CMMC, or other applicable compliance frameworks.
• Deploy and support systems within classified or controlled-access environments (as permitted by clearance level).
• Perform patch management, antivirus updates, and endpoint security monitoring.
• Escalate incidents following established incident response and security procedures.
• Support audits and compliance checks by maintaining accurate technical records.

Skills

Customer service

Tier 1/2 support

Communication skills

Problem-solving

Windows troubleshooting

Security awareness

Documentation

On-call rotation

Education

Associate’s or Bachelor’s degree in IT / CS / Cybersecurity

Tools

ServiceDesk

Active Directory

Microsoft 365

Job description

We are a fast-paced business with ambitious growth plans; so if you are dedicated, enthusiastic and always seeking ways to improve, you'll enjoy a career with us!IT Helpdesk Support TechnicianOntic is a leading global aerospace OEM trusted by the world’s aviation leaders. Ontic’s Creedmoor, NC, site is home to a number of specialist companies within the Ontic Group, including Firstmark, Twin Commander, and Metro Merlin. With over 1,300 employees across four time zones and seven sites, we have more than doubled in size since 2019 and are continuing to grow at pace.Our team is looking for an experienced IT Helpdesk Support Technician to join them. You will report to the Director of IT, NC and will have an onsite work schedule in Creedmoor, NC.We are seeking a detail-oriented and security-conscious IT Helpdesk Support Technician to support our aerospace and defense operations. This role provides frontline IT support in a highly regulated, mission-critical environment. The ideal candidate demonstrates strong technical aptitude, adherence to security protocols, and a commitment to supporting systems that enable national security and advanced aerospace innovation. On-site role within secure facilities.To be considered for the IT Helpdesk Support Technician opening, here's what you'll need to bring with you:Must be a US citizen or legal residentAssociate’s or Bachelor’s degree in Information Technology, Computer Science, Cybersecurity, or related field (or equivalent experience)Computer troubleshooting and application/user supportStrong problem-solving and analytical skills; ability to manage multiple projects and problem-solveCommunicate effectively with all levels of management and staff, both technical and non-technical usersMust be a self-starter with strong organizational skillsFoundational knowledge of Windows operating systems and hardware troubleshootingStrong awareness of cybersecurity best practicesExcellent documentation and communication skillsAbility to follow strict policies and proceduresPotential participation in on-call rotationAs a IT Helpdesk Support Technician, you will:Provide outstanding customer service Tier 1 and Tier 2 technical support for desktops, laptops, ruggedized systems, and peripheral devices in secure environments. Maintain, update records, and tickets using ServiceDeskTroubleshoot hardware, software, and network connectivity issues in compliance with IT security policiesInstall, configure, and maintain Windows-based systems in accordance with cybersecurity and regulatory requirementsSupport Microsoft 365 (or secure enterprise equivalents), engineering applications, and specialized defense softwareAssist with user account provisioning, access controls, and Active Directory managementMaintain system documentation in accordance with ITAR, NIST, CMMC, or other applicable compliance frameworksDeploy and support systems within classified or controlled-access environments (as permitted by clearance level)Perform patch management, antivirus updates, and endpoint security monitoringEscalate incidents following established incident response and security proceduresSupport audits and compliance checks by maintaining accurate technical recordsOur Benefits:Comprehensive medical insuranceCompetitive PTOCompany 401K plan with up to 4% matched contributionAnnual bonus program (varies by level and discretionary based on company and individual performance)9/80 schedulePaid volunteering opportunitiesAccess to mental health champions across our sitesCommitment to developmentEmployee referral program#LI-OnsiteEOE/Minority/Female/Sexual Orientation/Gender Identity/Disability/VeteranCompensation Pay RangeOntic Engineering and Manufacturing Inc. is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected VeteranStatus, or any other characteristic protected by applicable federal, state, or local law.This position must meet export control compliance requirements. To meet export control compliance requirements, a “U.S. Person ” as defined by 22. C.F.R. §120.15 is required. “U.S. Person” includes U.S. Citizen, lawful permanent resident, asylee, or refugee.