IT Support Specialist

About Aalyria: Aalyria is a leading technology company that supplies laser communications technology and temporospatial software-defined networking platforms to the aerospace industry. With technology acquired from Google, Aalyria is at the forefront of innovation in satellite and airborne mesh networks, as well as cislunar and deep-space communications. We are revolutionizing the orchestration and management of planetary mesh networks using any radio or optical spectrum, any orbit, and any hardware across land, sea, air, and space. Role Overview: We're seeking an experienced IT Support Specialist to be the first dedicated support member of our IT team, working alongside our Senior IT Lead and Senior InfoSec Lead. This role will provide comprehensive technical support across our enterprise environment, handle day-to-day user support requests, and establish the foundation for our support operations. The ideal candidate combines solid technical skills with excellent customer service, self-direction, and the ability to work independently while collaborating with technical leadership. Key Responsibilities: Technical Support & Troubleshooting Provide tier 1 and tier 2 support for technical issues across Windows, macOS, Linux, and mobile platformsHandle password resets, account unlocks, and user access requestsTroubleshoot common software issues including Microsoft 365, Google Workspace, Zoom, Slack, and line-of-business applicationsResolve authentication and SSO issues with Okta and other identity platformsDiagnose network connectivity problems, VPN issues, and printer configurationSupport new hire onboarding and employee offboarding processesSet up and configure laptops, desktops, monitors, peripherals, and mobile devicesEscalate complex tier 3 issues to Senior IT Lead with clear documentation User Account & Access Management Create, modify, and disable user accounts across multiple platformsManage group memberships and application access permissionsProcess access requests and ensure proper approval workflowsMaintain accurate asset inventory and user documentationCoordinate with Senior InfoSec Lead on compliance and access reviews Endpoint Management & Maintenance Deploy software and updates using MDM solutions (Intune, Jamf Pro, or similar)Troubleshoot endpoint compliance issues and device enrollmentPerform basic hardware repairs and coordinate warranty replacementsSupport mobile device setup and configuration (iOS/Android)Monitor and respond to security alerts on managed endpoints in coordination with InfoSec team Process Development & Documentation Establish help desk workflows, ticketing procedures, and SLA standardsDevelop and maintain knowledge base articles and user guidesCreate documentation for common support procedures and troubleshooting stepsIdentify recurring issues and recommend solutions to reduce support burdenBuild self-service resources to empower usersParticipate in IT projects and system rollouts as needed Required Qualifications: 2-3 years of help desk or technical support experienceWorking knowledge of Windows 10/11, Linux and macOS operating systemsExperience with user account management in Active Directory or Azure AD/Entra IDBasic networking knowledge (TCP/IP, DNS, DHCP, WiFi, VPN)Experience with ticketing systems and support workflowsAbility to troubleshoot hardware and software issues independentlyExcellent customer service skills and professional communicationStrong organizational skills and ability to manage multiple prioritiesSelf-motivated and comfortable working independently with minimal supervisionWillingness to learn new technologies and enterprise systemsUS Citizenship required Preferred Qualifications: Familiarity with Linux distributions (Ubuntu, CentOS, or similar) and basic command-line usageExperience with MDM platforms (Intune, Jamf, JumpCloud, or equivalent)Experience with SSO platforms (Okta, Duo, Google SSO, or similar)Knowledge of Google Workspace and Microsoft 365 administrationUnderstanding of endpoint security concepts and compliance requirementsBasic scripting knowledge (PowerShell, Bash, or Python) for simple automationExperience with automation tools such as no-code platforms (Okta Workflows, Zapier, Make) or scripting (PowerShell, Bash, Python)Relevant certifications (CompTIA A+, Linux+, Microsoft, Apple, ITIL Foundation)Experience working in small IT teams or as a solo support personExperience supporting hybrid/remote workforce environmentsActive Secret or Top Secret clearance, or ability to obtain What We Offer: Innovative Environment: Work at a cutting-edge company shaping the future of aerospace communications.Impactful Work: Directly contribute to critical national security programs and initiatives.Growth Opportunities: Expand your career with opportunities for professional development and advancement.Inclusive Culture: Be part of a collaborative, supportive, and inclusive workplace where your contributions matter.Flexibility: Flexible working arrangements including hybrid remote/in-office schedules.Compensation and Equity: Competitive salary, comprehensive benefits (401(k), dental, vision, health, life insurance), paid time off, and equity options. ITAR/EAR Requirements: This position involves access to export-controlled information. To comply with U.S. government export regulations, applicants must meet one of the following criteria: (A) Qualify as a U.S. person, which includes: U.S. citizen or nationalU.S. lawful permanent resident (green card holder)Refugee under 8 U.S.C. 1157Asylee under 8 U.S.C. 1158 (B) Be eligible to access export-controlled information without requiring an export authorization. (C) Be eligible and reasonably likely to obtain the necessary export authorization from the appropriate U.S. government agency. The company reserves the right to decline pursuing an export licensing process for legitimate business-related reasons. Equal Opportunity Employer Statement: Aalyria is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability status, genetic information, protected veteran status, or any other characteristic protected by law. Qualified applicants from all backgrounds are encouraged to apply. #LI-Hybrid Locations: Hybrid (Livermore, California, US)