Helpdesk Technician I

Job Description

Job Description

Salary: $65,000 $75,000

SyberJet is an aerospace company headquartered in Chandler, Arizona, designing and manufacturing the next
generation of high-performance business jets. Our team blends decades of aviation engineering expertise with a
startup mindset. We move fast, challenge convention, and build extraordinary aircraft. As we scale our
manufacturing and global support operations, the systems behind our business have to keep pace. That's where you come in.

Job Description:

The Helpdesk Technician I serves as the first point of contact for end-user technology support at SyberJet Aerospace. This role is responsible for providing day-to-day floor support, triaging and resolving basic break/fix issues, and ensuring employees across all SyberJet sites can perform their work without interruption.

This is an entry-level position ideal for a customer-focused individual with foundational IT skills who is eager to grow within a regulated aerospace manufacturing environment. The Helpdesk Technician I works closely with senior IT staff, escalating complex issues while owning the resolution of routine support requests. The role requires awareness of and adherence to SyberJet's compliance obligations, including CMMC 2.0, EAR/ITAR, and Technology Control Plan (TCP) requirements.

Key Responsibilities:

Tier 1 End-User Support

• Serve as the first point of contact for end users via phone, email, ticketing system, walk-ups, and instant messaging.
• Log, track, and document all support requests in the IT ticketing system with accurate, timely updates.
• Triage incoming issues, resolve Tier 1 requests, and escalate appropriately when out of scope.
• Provide a high level of customer service with a professional, patient, and courteous demeanor.

Break/Fix and Hardware Support

• Diagnose and resolve basic hardware issues with desktops, laptops, monitors, docking stations, peripherals, and mobile devices.
• Image, deploy, and decommission end-user workstations following established procedures.
• Perform basic printer and multifunction device support, including driver installation, queue troubleshooting, and consumable replacement.
• Replace failed components (RAM, storage, batteries, cables) when warranted; coordinate warranty repairs with vendors.
• Maintain accurate IT asset inventory and ensure proper documentation of moves, adds, and changes.

Software and Account Support

• Install, configure, and update standard software applications and OS patches per IT policy on Windows and Linux systems.
• Perform basic account administration across Google Workspace and Microsoft 365: user provisioning, password resets, group membership, license assignment, mailbox setup, and MFA enrollment.
• Support common business applications including Google Workspace, Microsoft 365, Teams, Google Meet, Adobe, and SyberJet-specific tools.
• Assist users with VPN connectivity, remote access, and basic network troubleshooting.

Onboarding and Offboarding

• Prepare workstations, accounts, and access for new hires per the standard onboarding checklist.
• Conduct new-hire IT orientation covering acceptable use, security awareness basics, and helpdesk procedures.
• Execute offboarding tasks including account disablement, asset retrieval, and data preservation per IT policy.

Conference Room and Floor Support

• Provide hands-on support for conference rooms, AV equipment, video conferencing systems, and digital signage displays.
• Respond to walk-up requests on the manufacturing and engineering floor with minimal disruption to operations.
• Assist with setup and teardown of meetings, presentations, and company events.

Compliance and Security Awareness

• Adhere to SyberJet's IT security policies, Technology Control Plan (TCP), and CMMC 2.0 control requirements in all support activities.
• Recognize and immediately report potential security incidents, phishing attempts, or policy violations to IT Security.
• Ensure all hardware moves and data handling comply with EAR/ITAR requirements; verify user authorization before granting access to controlled systems or data.
• Maintain confidentiality of sensitive company, customer, and employee information.

Documentation and Continuous Improvement

• Contribute to the IT knowledge base by writing and updating end-user and internal support articles.
• Identify recurring issues and recommend process improvements to senior IT staff.
• Complete assigned training to maintain and expand technical and compliance knowledge.

Required Qualifications:

• Associate's degree or higher in Information Technology, Computer Science, or related field.
• Industry certifications: CompTIA A+, Network+, Security+, Linux+, ITIL Foundation, Microsoft 365 Fundamentals (MS-900), or Google Workspace Administrator.
• Experience supporting users in a manufacturing, engineering, or aerospace/defense environment.
• Exposure to compliance frameworks such as CMMC, NIST 800-171, EAR, or ITAR.
• Familiarity with ticketing platforms (e.g., ServiceNow, Freshservice, Jira Service Management) and remote support tools.
• Experience with imaging and deployment tools (Microsoft Intune, Autopilot, MDT, or similar).
• Basic PowerShell scripting for routine administrative tasks.

Working Conditions & Physical Requirements:

• Standard office and manufacturing floor environment; PPE required in designated areas.
• Primarily on-site at the Chandler, AZ headquarters; remote support provided to Cedar City, UT and San Antonio, TX locations.
• Must be able to lift, carry, and position equipment weighing up to 50 pounds (workstations, monitors, printers).
• Frequent walking, standing, bending, and crawling under desks; extended periods of computer use.
• Must be flexible with working hours to support business needs, including occasional early mornings, evenings, weekends, or on-call coverage for maintenance windows, deployments, or urgent issues.

What We Offer:

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• A collaborative, engineering-driven, innovative work environment.
• The opportunity to work on cutting-edge aircraft development and certification programs with a highly skilled team of professionals.

Career Path:

This role provides a foundation for growth into Helpdesk Technician II, Systems Administrator, Network Administrator, or IT Security Analyst positions within SyberJet's IT and Cybersecurity organization.

SyberJet actively supports certification and continued education for high-performing team members.