Service Desk Engineer II
HawthorneOn-siteFull-time
AI Summary
Owns Tier 2 escalations for hardware, software, and connectivity issues; administers Microsoft Intune and Entra ID; manages device policies, user lifecycle, and contractor provisioning; and mentors Service Desk Engineer I teammates.
About this role
Astrolab is The Lunar Operations Company. We design and build the systems and hardware the lunar economy will come to depend on — rovers, power, and data networks for sustained operations on the Moon. We are focused on the problems that must be solved before the next chapter of human exploration can scale. The Moon does not forgive untested assumptions. The people who work here know that, and they wouldn't have it any other way.
Key Responsibilities
- Own Tier 2 escalations: diagnose and resolve issues beyond the scope of Tier 1 support, including hardware, software, and connectivity problems
- Administer Microsoft Intune device policies, compliance profiles, and application deployment across Windows and macOS endpoints
- Manage Entra ID (Azure AD): conditional access, group and role management, and user lifecycle administration
- Assist with the onboarding/offboarding process end-to-end: access revocation, data retention, and device recovery
- Support contractor provisioning and periodic access reviews
- Coordinate with hardware/software vendors on escalated break/fix issues, including RMA management
- Manage IT asset tracking and inventory audits
- Maintain and improve support documentation and knowledge base articles
- Partner with the IT Service Desk Manager on projects to improve helpdesk efficiency, tooling, and customer satisfaction
- Mentor and provide guidance to Service Desk Engineer I teammates
Skills, Knowledge & Expertise
Basic Qualifications
- 3+ years of experience in IT help desk or desktop support, ideally including some project experience
- Hands-on administration experience with Microsoft 365, Entra ID (Azure AD), and Intune
Preferred Qualifications
- Comfortable supporting both Windows and macOS environments, Linux a plus
- Demonstrated ability to work independently and exercise judgment on when to escalate further
- Strong written and verbal communication skills; able to explain technical issues clearly to non-technical stakeholders
- Ability to prioritize across multiple concurrent requests in a fast-paced, startup environment
- Eagerness to take ownership of processes and improve them without waiting to be asked
- Ability to lift/move IT equipment (up to ~40 lbs) and work on-site daily
Benefits
- Join a team of best-in-class engineers building the foundation of planetary surface exploration
- Equity ownership in the company
- Comprehensive health benefits, including medical, dental, vision, and mental health support
- 401(k) plan with company match
- Flexible PTO and parental leave
- Weekly lunch stipend, plus complimentary snacks and beverages on-site
- Once a month social hour on-site with food and drinks
Skills
Azure ADEntra IDIT Asset TrackingKnowledge Base ManagementLinuxMacOSMicrosoft 365Microsoft IntuneRMA ManagementWindows
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