IT Support Technician - Help Desk

IT SUPPORT TECHNICIAN (HELP DESK)

SpaceX is looking for an experienced IT Support Technician to deliver enterprise help desk support to SpaceX staff. This team handles the full lifecycle of end-user IT services, from onboarding and setup through upgrade, installation, troubleshooting, repair and replacement, asset recovery, and protection by phone, chat, and remote desktop. The work covers computers, mobile devices, printing, and conference room technology, in person and remote.

The person in this position must have strong IT technical skills, excellent customer service, and strong organizational skills. The ideal candidate will be flexible and flourish in a fast-paced environment. They should be a self-starter, with the motivation and ingenuity to excel in this position.

RESPONSIBILITIES:

• Provide 1st, 2nd, and 3rd tier enterprise help desk support to SpaceX employees.
• Support workstations and mobile devices for new and existing staff, including onboarding and offboarding.
• Troubleshoot software and hardware issues, via phone, chat, and remote desktop.
• Troubleshoot desktop, label, and large multifunction printers.
• Support end-user network connectivity, including wired, wireless, and remote access.
• Troubleshoot conference room and audio-visual setups.
• Improve help desk workflows, working with IT engineering and other teams to resolve complex issues.
• Working in an AI environment developing knowledge base and self-help workflows.
• Write instructional documentation and explain technical issues in terms non-technical people can understand.

BASIC QUALIFICATIONS:

• High school diploma or equivalency certificate.
• 1+ years of professional experience building, deploying and troubleshooting computer systems, hardware, printers, software, and IP networks within an enterprise environment.
• Experience supporting Microsoft technologies.

PREFERRED SKILLS AND EXPERIENCE:

• Experience with ticketing and phone queue systems meeting established SLAs.
• Experience supporting macOS, iOS, and Linux environments.
• Technical certifications (for example, A+, Network+, or MCSE).
• Working knowledge of audio-visual and conference room equipment.
• Comfortable supporting business-critical systems, with a sense of urgency appropriate to the work.
• Able to work independently while staying patient through constant interruptions.
• Excellent written, verbal, and phone communication skills.

ADDITIONAL REQUIREMENTS:

• Must have a valid driver's license.
• Must be willing to work all shifts, overtime, and/or weekends as needed.

COMPENSATION AND BENEFITS:  

Pay Range: 

IT Support Technician/Level 1: $29.00 - $35.00/hour    
IT Support Technician/Level 2: $34.00 - $40.00/hour    
IT Support Technician/Level 3: $38.00 - $45.00/hour    

Your actual level and base salary will be determined on a case-by-case basis and may vary based on the following considerations: job-related knowledge and skills, education, and experience.

Base salary is just one part of your total rewards package at SpaceX. You may also be eligible for long-term incentives, in the form of company stock, stock options, or long-term cash awards, as well as potential discretionary bonuses and the ability to purchase additional stock at a discount through an Employee Stock Purchase Plan. You will also receive access to comprehensive medical, vision, and dental coverage, access to a 401(k) retirement plan, short and long-term disability insurance, life insurance, paid parental leave, and various other discounts and perks. You may also accrue 3 weeks of paid vacation and will be eligible for 10 or more paid holidays per year.