IT Services Specialist II

Iridium; McLean (VA); Hybride; USD 70 000 - 95 000; Plein temps

Avantages offerts par ce poste

Stock options

Annual bonus

Medical, dental, and vision insurance

401(k) retirement plan

Paid time off and holidays

Parental leave

Résumé du poste

Iridium is seeking an IT Services Specialist II to join our Technical Support team in a hybrid work setting. The role focuses on diagnosing and resolving complex issues across hardware, software, and networking, coordinating with Tier I and Tier III to provide timely resolutions.

You will troubleshoot, document solutions, and mentor Tier I staff while maintaining the service for our global customers. The position offers base pay with stock options and bonus opportunities.

Qualifications

• 2-3 years of experience in a Tier I or Tier II support role.
• Proficiency in the Linux operating system.
• Strong understanding of network protocols.
• Familiarity with help desk software such as Zendesk, ServiceNow, or Jira Service Management.

Responsabilités

• Troubleshoot and resolve advanced hardware, software, and networking issues.
• Provide support for our core service and commercial services.
• Manage support tickets from Tier I escalations, ensuring a timely resolution.
• Document technical solutions and create procedures for other Tier II and Tier I staff.
• Collaborate with Tier III to resolve complex problems.
• Assist in training and mentoring Tier I support staff.
• Monitor Jira ticket queues and facilitate the resolution of outstanding incidents.

Connaissances

Linux

Networking concepts

Analytical skills

Communication skills

Team collaboration

Formation

Bachelor's degree in IT or related field

Outils

Zendesk

ServiceNow

Jira Service Management

Description du poste

Overview

Iridium is an award-winning satellite communications company operating the world's only truly global voice and data network, delivering reliable connectivity anywhere on Earth. For more than 20 years, Iridium has powered mission-critical communications for governments, businesses, aviation, maritime, and the rapidly expanding Internet of Things.

Now part of Iridium, Aireon is the world’s only space-based air traffic surveillance system, providing real-time visibility of aircraft over oceans, the poles, and remote regions. Together, Iridium and Aireon are helping build a safer, more connected, and more efficient future for global aviation.

Join our team and help shape how the world stays connected. We foster a collaborative, inclusive culture where employees are empowered to innovate, grow professionally, and make a meaningful impact.

Responsibilities

What We’re Looking For:

Iridium is seeking an IT Services Specialist II to join our Technical Support team. As an IT Services Specialist II, you will be responsible for diagnosing and resolving complex technical issues related to hardware, software, and network infrastructure, working closely with Tier I staff to resolve issues in a timely manner to support our customers. In this role, you will focus primarily on managing Tier I escalations, troubleshooting advanced issues, and collaborating with Tier III staff to elevate problems that require more comprehensive solutions. You'll bring deep technical knowledge, excellent communication skills, and a passion for helping others.

Aireon is certified to provide surveillance as a service to global customers in a safety-critical industry. This role is essential to the delivery of this service and will be required to reach and maintain an acceptable standard of competency. Aireon will provide initial and ongoing training to support competency standards. This is measured through assessment that is renewable annually.

What You’ll Do:

• Troubleshoot and resolve advanced hardware, software, and networking issues
• Provide support for our core service and commercial services
• Manage support tickets from Tier I escalations, ensuring a timely resolution
• Document technical solutions and create procedures for other Tier II and Tier I staff
• Collaborate with Tier III to resolve complex problems
• Assist in training and mentoring Tier I support staff
• Monitor Jira ticket queues and facilitate the resolution of outstanding incidents

Qualifications

What You’ll Need to Succeed:

• 2-3 years of experience in a Tier I or Tier II support role
• Proficiency in the Linux operating system
• Strong understanding of network protocols
• Familiarity with help desk software such as Zendesk, ServiceNow, or Jira Service Management
• Strong analytical and problem-solving skills
• Excellent communication and collaboration skills
• The ability to work independently and as part of a team

Things ThatWould beGreatif You Brought to the Table:

• Bachelor's degree in IT, Computer Science, or a related field
• Experience with Atlassian Jira and Azure DevOps
• Proficiency in Python libraries such as Pandas, Polars, H3, or Folium
• Proficiency in MATLAB
• Experience in generating analysis reports and delivering them

Work Environment:

This position primarily works in an office setting and is largely sedentary with the majority of the position working with a computer. The role typically requires the use of basic office equipment such as a phone, video, computer, keyboard, mouse, and printer.

We believe in-person connection drives innovation, strengthens mentorship, and builds culture, while flexibility enables employees to do their best work. Under Iridium’s Hybrid Work Policy, employees are expected to work at least four days per week (approximately 80%) in an Iridium office to support collaboration, relationship-building, and professional growth.

Additional Information

This job description outlines the general nature and level of work for this role and is not a comprehensive list of duties, responsibilities, or qualifications. Employees may be assigned additional responsibilities as needed.

Base Pay Range: $70,000 - $95,000 USD

Actual compensation will be determined based on a variety of factors and this range represents an estimate of compensation at the time of posting. Base salary is only one part of our compensation package for this role.You may also be eligible for company stock and annual bonus. Employee benefits also include medical, dental, and vision insurance coverage; 401(k) retirement plan options; paid time off and paid holidays; paid parental leave; and other discounts and perks.

Iridium is an Equal Opportunity Employer, including individuals with disabilities and protected veterans.