"Alerted.org

Hidden Level is transforming airspace safety with innovative, scalable drone detection and airspace technology. We provide real-time, actionable data to enhance security across various environments. As we expand, we're looking for an IT Helpdesk Technician who will serve as the first line of defense in supporting end-users across macOS, Windows 10, and Ubuntu environments. This individual will work closely with the IT Security Manager and a broader technical team to ensure that user-facing systems are secure, reliable, and fully operational. A strong understanding of user support, system administration, and IT best practices is essential to succeed in this role.

**Location:** This position is on-site in Syracuse, NY, with local travel between offices required.

Responsibilities:

Provide first-level technical support across a mixed-OS environment:

+ Respond to and resolve IT support tickets in a timely and professional manner, documenting issues and solutions in the helpdesk system.

+ Support and troubleshoot user issues across macOS, Windows 10, and Ubuntu desktops and laptops.

+ Assist users with Microsoft 365 issues including licensing, Outlook, Teams, and Office apps.

+ Support users with troubleshooting development or engineering software, which includes licensing, etc.

+ Be available for after-hours or weekend support when necessary to assist with critical updates, maintenance, or business continuity efforts.

Perform user and system administration:

+ Manage user accounts, permissions, and group memberships in Active Directory and Microsoft 365.

+ Support Windows Server environments and shared resources, as needed to support technical staff.

+ Assist with onboarding/offboarding processes and device provisioning.

+ Support device compliance, policy enforcement, and application management through

+ Microsoft Intune, or demonstrate familiarity with other MDM/MAM platforms.

+ Take the lead on supporting our several printers throughout the company and expanding functionality.

+ Support cross department projects that relate to desktop support or IT administrative oversight.

Collaborate and communicate effectively:

+ Serve as a liaison between users and higher-tier technical staff for escalated issues.

+ Collaborate with the IT Security Manager and security staff to ensure compliance with internal policies and security standards.

+ Maintain detailed documentation of common problems, procedures, and resolutions.

Support compliance and security efforts:

+ Assist in maintaining practices aligned with NIST 800-171 and CMMC frameworks (preferred but not required).

+ Follow IT security protocols and report anomalies or risks to the IT Security Manager and Cyber Security Analyst.

Required Qualifications:

+ An associate’s degree in information technology or a related field, and 1 year of relevant experience, OR 3+ years of hands-on IT support experience.

+ An understanding of desktop operating systems, including macOS, Windows, and Ubuntu.

+ Familiarity with Active Directory, Windows Server, and Microsoft 365 administration.

+ Experience working in a helpdesk or ticket-based environment.

+ Familiarity with Microsoft Intune or similar MDM/MAM platforms for device management.

+ Strong troubleshooting and communication skills. Familiarity with NIST and CMMC compliance frameworks (preferred).

+ Eagerness to learn and grow in a fast-paced technical environment.

**Compensation and Benefits:** Hidden Level offers a competitive salary and a comprehensive benefits package, including health insurance, paid parental leave, flexible time off, 401(k) with employer contributions, life insurance, disability insurance, and potential stock options.

**Salary Range** : The anticipated hourly range for this position based out of Syracuse, NY is estimated at $23-$26/hr. Please note that the salary information is a general guideline only. Hidden Level considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/ training, key skills as well as market and business considerations when extending an offer.

**Equal Opportunity Employer:** Hidden Level is an Equal Opportunity/ Affirmative Action employer. All qualified individuals are encouraged to apply and will be considered for employment without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, age, veteran, disability status, or any other federal, state, or locally protected category.

**Security Note:** Due to the nature of Hidden Level’s technology, only U.S. citizens or Green Card holders can be considered for this position.

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