IT Support Specialist

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About the Opportunity

This organization is an incubation firm building and investing in rapidly scalable technology-led companies that are bringing revolutionary advancements to market in three distinct practice areas: healthcare, cyber, and national security. United by a shared sense of duty and deep belief in the power of innovation, this firm is developing powerful tools and solutions to address critical national problems.

DEFCON AI is an insights company that leverages artificial intelligence, mathematical optimization, data analytics, and software engineering for resilient optimization of complex systems. In today’s dynamically changing world, DEFCON AI’s technology aligns outcomes with operational goals, improves decision making, and empowers customers to anticipate, assess, and mitigate the impacts of disruptions.

About the Role

The company is seeking an IT Support Specialist to support day-to-day internal IT operations for a growing organization supporting government and defense customers.

This role is hands-on and operational, focused on keeping employees productive and systems running smoothly. The specialist will handle internal IT tickets, user support, hardware and software provisioning, license tracking, and new hire IT setup, while partnering closely with the managed service provider (MSP), the managed security service provider (MSSP), and the Director of IT.

This is an excellent opportunity for someone who enjoys being the go-to IT problem solver, has strong attention to detail, and wants exposure to security-conscious and regulated environments while growing their IT career.

Key Responsibilities

Internal IT Support & Ticketing

• Serve as first-line support for internal IT issues (hardware, software, access, connectivity)
• Troubleshoot and resolve common issues independently; escalate when appropriate
• Manage and track IT tickets, including coordination with MSP and MSSP for overflow or specialized support
• Ensure timely, friendly, and professional support for a distributed workforce

Hardware, Software & User Lifecycle

• Provision and configure laptops, peripherals, and mobile devices
• Manage software installations, updates, and access provisioning
• Support onboarding and offboarding processes, including:
• Device setup and recovery
• Account creation, modification, and deactivation
• Coordination with HR and IT leadership to ensure Day 1 readiness

License Management & IT Asset Tracking

• Track software licenses and subscriptions to ensure accurate counts and compliance
• Assist with license provisioning, renewals, and deprovisioning as employees join or leave
• Maintain IT asset inventory (devices, peripherals, licenses)
• Identify unused or underutilized licenses and flag optimization opportunities to IT leadership

Procurement & Vendor Coordination

• Assist with IT procurement activities, including:
• Ordering laptops, accessories, and approved software
• Tracking delivery and deployment of IT equipment
• Support vendor relationships by:
• Coordinating with MSP and MSSP on ticket resolution and escalations
• Helping manage routine vendor communications (quotes, renewals, basic inquiries)
• Maintain basic documentation related to vendors, tools, and contracts for IT reference

Security Aware Operations

• Follow established security policies and procedures when handling systems and data
• Support device hygiene, access controls, and baseline security best practices
• Assist with operational or evidence gathering tasks related to compliance efforts as directed (training and guidance provided)
• Escalate potential security concerns promptly to IT leadership

Required Qualifications

• 2–5 years of experience in IT support, IT engineering, or a similar role
• Strong hands-on experience with:
• End-user hardware and software support
• Windows and/or macOS environments
• SaaS and cloud-based tools
• Experience working with ticketing systems and/or external IT vendors or MSPs
• Strong organizational skills and attention to detail (especially for asset and license tracking)
• Clear communication skills and a customer service mindset
• Self-motivated and adaptable in a fast-paced startup environment. Willing to take the initiative to learn new systems or technologies as needed. Reliable and trustworthy, especially when handling sensitive data or system access.

Preferred Qualifications

• Experience supporting remote or hybrid teams
• Familiarity with identity, device, or license management tools (MDM, SSO, endpoint management)
• Exposure to regulated or security-conscious environments (government, defense, healthcare, finance)
• Interest in growing into more advanced IT operations or security responsibilities over time

Technical Bonus Skills: Exposure to cloud-based IT environments and tools for device management or endpoint security (MDM, EDR solutions) is advantageous. Experience with Linux basics or scripting for task automation can be helpful. Familiarity with collaboration and DevOps tools in a corporate setting.

What Success Looks Like

• Employees receive fast, reliable IT support and feel supported
• New hires are fully set up and productive on Day 1
• IT assets and software licenses are accurately tracked and well managed
• Strong working relationship with internal IT leadership
• The IT environment remains organized, secure, and scalable

Why This Role Is a Great Fit

• The role is a key part of a small but growing IT function, not lost in a large helpdesk queue
• Hands-on experience across support, systems, vendors, and tooling will be gained
• Close collaboration with senior IT leadership and clear growth opportunities are available
• Work will have visible, day-to-day impact across the organization

What is Offered

• A fully remote, results-based environment
• Competitive salary, bonus, and equity package
• 100% employer-paid, comprehensive health insurance including medical, dental, and vision for the employee and their family
• Unlimited PTO, with manager’s approval
• Flexible work environment where the employee manages their work day
• 14 weeks of fully-paid parental leave

Salary Range: $75,000-$100,000. This represents the typical salary range for this position based on experience, skills, and other factors.

Benefits

For full-time roles

• Career track opportunity with potential for rapid advancement with strong performance as the firm grows
• 100% employer-paid, comprehensive health care including medical, dental, and vision for the employee and their family.
• Paid maternity and paternity for 14 weeks at employees' normal pay.
• Unlimited PTO, with management approval.
• Opportunities for professional development and continued learning.
• Optional 401K, FSA, and equity incentives available.
• Mental health benefits are available.
• Cost-effective GLP-1 solutions are available.

The hiring organization is an equal opportunity employer committed to building a diverse and inclusive team.