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