Tier 2 IT Helpdesk Technician

Socket.dev; Rockville (MD); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Equity participation

401(k) matching

Medical, dental, vision

Generous leave

HSA

Equity grants

Job summary

Quantum Space is seeking a Tier 2 IT Helpdesk Technician to provide second-level support across the organization. You will resolve escalated tickets, support end-user devices, and assist with identity management and system administration tasks.

Responsibilities include patching, software deployments, endpoint management, and basic networking. The role requires 2–4 years in Tier 2 support and the ability to obtain a security clearance. Rockville, MD or Hawthorne, CA based position.

Qualifications

• Strong Windows and macOS understanding.
• Experience with Jira Service Management, ServiceNow or Zendesk.
• Ability to analyze logs and diagnose issues.
• Familiarity with DNS, DHCP, VLANs, VPNs.
• Experience with Microsoft 365, Azure AD and Exchange Online.
• Ability to document procedures and runbooks.
• Excellent written and verbal communication.
• 2–4 years in Tier 2 IT support.
• Ability to obtain security clearances.

Responsibilities

• Resolve escalated tickets from Service Desk across OS, apps, hardware, and network.
• Provide hands-on support for workstations, laptops, and mobile devices.
• Assist with account provisioning, deprovisioning, and identity management.
• Support patching and configuration changes on Windows, macOS, and Linux endpoints.
• Perform advanced troubleshooting through logs and diagnostics.
• Support software deployments and endpoint management.
• Maintain asset records and coordinate with vendors.
• Assist basic networking tasks including VLAN changes and Wi‑Fi issues.
• Support cybersecurity initiatives and incident response tasks.
• Collaborate with engineering to support tooling and projects.

Skills

Windows/macOS expertise

Jira Service Management

ServiceNow

Zendesk

Log analysis

DNS/DHCP/VLAN/VPN

Microsoft 365/Azure AD/Exchange Online

Documentation

Communication

2-4 years experience

Security clearance

Tools

Intune

Jamf

RMM tools

Job description

Quantum Space is redefining mobility and maneuverability in space. Our high-mobility spacecraft platforms support national security, civil, and commercial missions with unmatched flexibility and propulsion capability. We build fast and iterate quickly.

Who We're Looking For

We are seeking a Tier 2 IT Helpdesk Technician to provide second-level support and technical troubleshooting across the organization. In this role, you will work closely with our Service Desk to resolve escalated issues, maintain end-user system reliability, assist with systems administration tasks, and support ongoing IT and infrastructure initiatives. The ideal candidate thrives in a fast-paced environment, enjoys solving complex technical challenges, and is committed to providing reliable technical support across the organization.

Where You'll Make an Impact

• Resolve tickets escalated from our Service Desk, including OS, application, hardware, and network issues.
• Provide hands‑on technical support for workstations, laptops, mobile devices, and peripherals.
• Assist with account provisioning, deprovisioning, access permissions, and identity management.
• Support patching, updates, and configuration changes across Windows, macOS, and Linux endpoints.
• Perform advanced troubleshooting through log review, diagnostics, and root‑cause analysis.
• Support software deployments, endpoint management, and system configuration rollouts.
• Maintain asset records, participate in hardware lifecycle processes, and coordinate with vendors.
• Assist with basic networking tasks, including VLAN changes, Wi‑Fi troubleshooting, and connectivity issues.
• Support cybersecurity initiatives, including secure configuration enforcement and incident response tasks under guidance.
• Collaborate with engineering and IT programs to support smooth execution of tooling, technical projects, and operational changes.

What It Takes

• Strong understanding of Windows and macOS systems.
• Experience supporting ticketing platforms such as Jira Service Management, ServiceNow, Zendesk, or similar tools.
• Ability to analyze logs and diagnostic output to identify and resolve issues.
• Understanding of basic networking concepts, including DNS, DHCP, VLANs, routing, switching, and VPNs.
• Experience troubleshooting Microsoft 365, Azure AD, Exchange Online, and general SaaS applications.
• Ability to create or update technical documentation, including runbooks and procedures.
• Strong communication skills and an ability to support users of varying technical expertise.
• 2–4 years of prior experience supporting escalated issues or working in a Tier 2 capacity.
• Ability to hold and maintain a security clearance.

Nice‑to‑Have Experience

• Familiarity with Linux systems.
• Familiarity with endpoint management tools such as Intune, Jamf, RMM solutions, or similar platforms.
• CompTIA Security+ certification or willingness to obtain if required for compliance.
• Experience supporting software deployments, endpoint configuration, or system administration activities.

  What You’ll Get

  • Ownership – A key role supporting IT reliability and productivity across the entire organization.
  • Innovation – Exposure to cloud services, identity management, automation tooling, endpoint technologies, and infrastructure solutions.
  • Impact – Directly support the systems and technology that enable Quantum Space teams to execute critical business and engineering operations.
  • Growth – Work alongside system administrators and engineers while building deeper technical skills and gaining exposure to a broad range of IT technologies.
  • Compensation – Competitive salary, equity, and comprehensive benefits including medical, dental, vision, generous leave, HSA, 401(k) matching, and equity participation.

  Location: Rockville, MD or Hawthorne, CA

  Base Salary: $29–$40 per hour

  The salary range for this role is determined based on a variety of factors including work experience, education, technical expertise, certifications, critical skills, and business considerations. Highly competitive equity grants are included in the majority of full‑time offers and are considered part of Quantum Space's total compensation package.

  Additional Requirements

  To comply with U.S. Government space technology export regulations, including ITAR, applicants must be a U.S. citizen, lawful permanent resident, protected individual under 8 U.S.C. §1324b(a)(3), or otherwise eligible to obtain the required authorizations from the U.S. Department of State.