Job Title

Quantum-Systems Inc is a global leader in aerial intelligence and autonomous, AI-powered aerial robotics. We design, develop, manufacture and deliver eVTOL Unmanned Aircraft Systems (UAS) and an ecosystem of related products and services. Our business directly addresses the Defense and Security markets in North America and Latin America. We currently have an opening for a well-qualified, dynamic, detail-oriented IT Operations Specialist to join our team. This position reports to the manager of Information Technology.Are you the right applicant for this opportunity Find out by reading through the role overview below.*Summary:*The IT Operations Specialist supports the daily IT service delivery by responding to and resolving Service Desk tickets, assisting with hardware and software troubleshooting, and maintaining key IT systems and processes. Working under general supervision and reporting to the IT Manager, this role helps ensure reliable end-user technology experience, contributes to process improvements, and supports broader IT initiatives such as MDM deployments, access management, and operational standardization. The ideal candidate brings a foundational understanding of IT concepts, strong customer service skills, and the desire to learn, grow, and contribute to a scalable IT environment.*Responsibilities: **End-User Support & Ticket Resolution** Provide timely, professional resolution of IT Service Desk tickets, ensuring clear communication, proper documentation, and high-quality end-user support.* Diagnose and troubleshoot hardware, software, and connectivity issues through in-person, remote, and phone-based support, escalating complex problems when necessary.* Prioritize and manage the ticket queue efficiently, categorizing requests and maintaining alignment with established SLAs.*Workstation & Hardware Management** Install, configure, and maintain desktop computers, laptops, peripherals, and approved software in alignment with IT standards.* Perform routine system upgrades, maintenance, and lifecycle tracking while maintaining accurate inventory records, including shipping and receiving of hardware assets.* Assist in assessing user and departmental needs to determine specifications and recommendations for new hardware purchases.*Systems & Application Support** Ensure seamless integration of desktop systems with servers, network resources, productivity suites, and enterprise applications.* Support initiatives such as MDM rollout, device trust configuration, license management, and improvements to overall endpoint security posture.* Contribute to projects involving application migration, access control alignment (RBAC), and authentication transitions to SSO and Microsoft Authenticator.*Process Improvement & Automation** Help identify opportunities to automate repetitive tasks and streamline IT workflows.* Support ongoing enhancement of the IT ticketing system, including process optimizations that improve efficiency and user experience.* Learn, adapt, and adhere to new processes and procedures as the IT environment evolves.*Cross-Functional Collaboration*Partner with HR and Facilities to ensure smooth onboarding and offboarding experiences, including equipment provisioning and account setup.Work with vendor support teams to resolve issues related to hardware, software, and infrastructure components.*Additional Responsibilities** Adhere to established SLAs and contribute to maintaining service excellence across the IT Operations team.* Execute additional tasks and duties as assigned by management in support of IT and business priorities.*Required Experience** 2 years of experience in a remote, phone-based, or call-center support environment, providing technical assistance to end users.* 2 years of experience supporting users in a networked or enterprise environment, including troubleshooting desktops, laptops, and peripheral devices.* Working knowledge of Microsoft Windows operating systems and Microsoft 365 applications.* Working knowledge of Microsoft Azure Active Directory and Azure related services and platforms* Familiarity with PC and laptop hardware, peripheral devices, and basic hardware troubleshooting.* Experience with basic networking concepts, including TCP/IP, LAN/WAN fundamentals, and common connectivity issues.* Strong customer service mindset, with an emphasis on resolving issues correctly the first time.* Effective verbal and written communication skills, with the ability to document issues clearly.* Ability to prioritize tasks, manage time effectively, and work both independently and collaboratively.* Demonstrated ability to troubleshoot and resolve standard technical issues using established procedures.* Ability to adapt to new technologies and work through process or tool changes; willingness to support and mentor peers as needed.*Preferred Experience** Associate degree in Information Technology or a related field, or equivalent hands-on experience.* Strength in critical thinking, math, or problem-solving disciplines.* Industry certifications such as CompTIA A+, CCT, CCENT, CCNA, MCDST, or MCSE (in-progress or completed).* Exposure to Active Directory tasks such as user account lookups, password resets, and group memberships; familiarity with Group Policy Objects (GPOs).* Familiarity with Intune or other device management platforms.* ITIL awareness or certification.* Experience in controlled manufacturing, defense, or aerospace environments.Job Type: Full-timePay: $70,000.00 - $75,000.00 per yearBenefits:* 401(k)* 401(k) matching* Dental insurance* Flexible spending account* Health insurance* Paid time off* Referral program* Vision insuranceWork Location: In person