Job Description IT Helpdesk Support Technician

Firstmark Aerospace Corp; North Carolina; On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Comprehensive medical insurance

Competitive PTO

401K plan with up to 4% match

Annual bonus program

9/80 schedule

Paid volunteering opportunities

Mental health champions across sites

Development commitment

Employee referral program

Onsite presence

Job summary

Ontic Engineering and Manufacturing Inc. in Creedmoor, NC is seeking an experienced IT Helpdesk Support Technician to provide frontline desktop, server, and network support in a highly regulated, security-conscious environment.

You will report to the Director of IT and work onsite to resolve technical issues, manage user accounts, and maintain documentation in compliance with ITAR, NIST, and CMMC requirements.

Qualifications

• US citizen or legal resident required.
• Associate's or Bachelor's degree in Information Technology or related field (or equivalent experience).
• Experience in computer troubleshooting and user support.
• Strong problem-solving and analytical skills with ability to manage multiple projects.
• Excellent written and verbal communication across all levels.
• Foundational knowledge of Windows operating systems and hardware troubleshooting.
• Solid cybersecurity fundamentals and adherence to security policies.
• Ability to follow strict policies and procedures.
• May participate in on-call rotation.

Responsibilities

• Provide tier 1 and 2 IT support for desktops, laptops, ruggedized systems and peripherals in secure environments.
• Maintain and update tickets in ServiceDesk.
• Troubleshoot hardware, software, and network connectivity per IT security policies.
• Install, configure, and maintain Windows-based systems per cybersecurity and regulatory requirements.
• Support Microsoft 365 and defense software.
• Assist with user account provisioning and Active Directory management.
• Maintain system documentation per ITAR, NIST, CMMC.
• Deploy and support systems in classified or controlled-access environments as permitted by clearance.
• Conduct patch management and endpoint security monitoring.
• Escalate incidents per incident response procedures.
• Support audits and compliance checks with accurate records.

Skills

Troubleshooting

Customer service

Communication

Documentation

Security best practices

Windows OS

On-call readiness

Self-starter

Education

Associate's or Bachelor's degree in Information Technology or related field

Tools

ServiceDesk

Microsoft 365

Active Directory

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!

Job Description

IT Helpdesk Support Technician Ontic 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 is 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 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 and problem-solve
• 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

As 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 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

Our Benefits:

• Comprehensive medical insurance
• Competitive PTO
• Company 401K plan with up to 4% matched contribution
• Annual bonus program (varies by level and discretionary based on company and individual performance)
• 9/80 schedule
• Paid volunteering opportunities
• Access to mental health champions across our sites
• Commitment to development
• Employee referral program
• #LI-Onsite

EOE/Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran

Compensation Pay Range Please click here to review Ontic's California Consumer Privacy Act policy.

Ontic 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 Veteran Status, 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.

Ontic is a leading manufacturer to the world’s civil and military aircraft. By becoming the OEM to critical parts others originally developed, we provide continuity, availability and longevity to our customers’ fleets, supporting them for a lifetime of flight. Through our in-house manufacturing and engineering, MRO, spares, and AOG support, we ensure certified, safety-critical components remain available, compliant, and reliable across the full operational life of the aircraft we support. We use our expertise and experience to reduce supply chain risk, improve production outputs and deliver for our customers, so they can keep their aircraft flying now and in the future.