IT Systems Support Analyst

We’re ALTEN Technology USA, an engineering company helping clients bring groundbreaking ideas to life—from advancing space exploration and life-saving medical devices to building autonomous electric vehicles. With 3,000 experts across North America, we partner with leading companies in aerospace, medical devices, robotics, automotive, commercial vehicles, EVs, rail, and more.

As part of the global ALTEN Group—57,000 engineers in 30 countries—we deliver across the entire product development cycle, from consulting to full project outsourcing.

When you join ALTEN Technology USA, you’ll collaborate on some of the world’s toughest engineering challenges, supported by mentorship, career growth opportunities, and comprehensive benefits. We take pride in fostering a culture where employees feel valued, supported, and inspired to grow.

Position Summary

Responsible for providing world-class assistance and support to our end users. The ideal candidate will have a strong understanding of technical support, Active Directory, Windows device management, Mac and iOS support, and network printer management. This role will also involve inventory management and hardware recycling.

Responsibilities

• Identify and diagnose user issues related to hardware, software, network connectivity, and peripherals.
• Assist users with installing, configuring, and troubleshooting common applications (e.g., Office suite, email client, antivirus, MFA, collaboration tools).
• Provide support via phone, email, remote access tools, and in-person troubleshooting when necessary.
• Document all support incidents, track resolutions, and escalate complex issues to senior technicians or IT specialists.
• Provide setup and technical assistance for presentations, meetings, and classrooms, ensuring proper functionality of projectors, sound systems, and video conferencing tools.
• Assist users with password resets and account lockouts, maintaining a secure password reset process.
• Investigate and resolve basic Active Directory-related issues, such as authentication problems or access errors.
• Effectively communicate with senior IT staff regarding Active Directory issues that require further expertise.
• Windows Device Management:
• Configure new employee devices with necessary software, accounts, and security settings.
• Maintain and deploy standardized system images for consistent configuration across devices.
• Keep device drivers updated to ensure optimal performance and security.
• Apply critical Windows updates and security patches in a timely manner.
• Perform basic hardware troubleshooting and diagnostics. Replace defective components like HDDs, RAM, and keyboards.
• Troubleshoot printing issues, such as paper jams, connectivity problems, and driver conflicts.
• Maintain an inventory of network printers and toner cartridges.
• Maintain accurate records of all IT hardware and peripherals.
• Track device lifecycles and schedule replacements.
• Coordinate secure data wiping and proper disposal of retired hardware.
• Implement eco-friendly recycling practices for obsolete equipment.

Education:

Bachelor's degree in Computer Science from an accredited college/university or equivalent experience.

Experience:

• 3 - 5 years of desktop support experience in a business or corporate environment.
• Knowledge of Office 365 Administration, scripting (e.g., PowerShell, Python), Active Directory, Windows device setups, troubleshooting, and hardware replacements.
• Experience with network printers.

Skills and Abilities:

• Excellent customer service and communication skills.
• Ability to work independently and as part of a team.
• Strong problem-solving and analytical skills.
• Demonstrates a customer orientation; strength in analytical, math, and reasoning skills.
• Competent in the latest Windows and Microsoft Office suite of products.
• Demonstrated ability to prepare and maintain documentation.
• Demonstrated ability to provide advanced desktop hardware and software support.
• Understanding of HTTP, TCP/IP, and related protocols.

Travel:

• 10% Domestic and International
• Active U. S. Passport strongly preferred.

Citizenship:

• Must be U.S. Person under ITAR regulations.

Clearance:

• Eligibility to receive a DoD SECRET clearance preferred.

Location: on-site in Merritt Island, FL

Salary Range: $65K-$85K