Information Technology Help Desk Technician

IT Service Desk Technician

Position Overview

We are seeking a proactive and customer-focused IT Service Desk Engineer with hands-on experience supporting Microsoft Office 365 environments. The ideal candidate will be responsible for providing first- and second-line technical support to end users and troubleshooting hardware and software issues. This role requires a strong understanding of Microsoft technologies, excellent communication skills, and a passion for solving technical problems.

*This position will initially be a hybrid role out of our Peabody, MA office. Starting at the beginning of 2026, this role will then move to a fully onsite position at our Boston location. The exact location is TBD at this time.

About Specter Aerospace:

Specter Aerospace is building the next generation of hypersonic vehicles for defense and commercial applications. Specter is headquartered in Peabody, MA, just north of Boston, where it leverages its advanced propulsion technologies, manufacturing, and testing capabilities to rapidly develop supersonic and hypersonic systems. Funded by a mix of government R&D organizations, commercial customers, and private funding, Specter is a growing aerospace and defense startup. Close relationships with MIT, Notre Dame, AFRL, NRL, ANL, and other research organizations provide access to cutting-edge developments, facilities, and personnel. Specter is expanding its team in preparation for flight testing and full-scale production.

Key Responsibilities

• Serve as the first point of contact for IT-related inquiries via ticketing system, email, and messaging channels.
• Provide day-to-day support for Office 365 applications and other business and engineering applications
• Troubleshoot and resolve hardware, software, and network connectivity issues.
• Assist with onboarding/offboarding processes, including user setup, equipment configuration, and access management.
• Escalate complex technical issues to higher-level support teams when necessary.
• Coordinate and engage with 3rd party technical support when necessary.
• Maintain detailed documentation of issues, solutions, and processes in the IT knowledge base.
• Support the configuration and deployment of end-user devices (Windows and mobile devices).
• Ensure compliance with IT policies, security best practices, and data protection standards.
• Contribute to continuous improvement of IT services and infrastructure and participate in small infrastructure and security projects.

Required Skills & Qualifications

• Bachelor's degree in Information Technology, Information Systems, Information Security, or a related field, or equivalent years of experience
• Must be a US citizen and be able to obtain a DoD security clearance.
• 2+ years of experience in a technical support or service desk role.
• Strong experience supporting Microsoft Office 365 environments.
• Ability to work both independently and collaboratively in a team.
• Willingness to take on new challenges and adapt to a dynamic and fast paced IT environment.
• Experience with ticketing systems such as ServiceNow, Zendesk, Freshservice, or Jira Service Management.
• Excellent communication, problem-solving, and customer service skills.

Preferred Qualifications

• Familiarity with endpoint management tools
• Experience with vulnerability management tools and procedures
• Industry certifications such as CompTIA A+, Network+, Security+
• Experience working within the Microsoft Government cloud
• Familiarity with basic networking (TCP/IP, VPN, Wi-Fi troubleshooting)

*All new employees must be able to pass a pre-employment drug screen and background check