IT Support Analyst

Position Summary:

Revolution Space is seeking a strong IT Support Analyst to join our growing IT team. This role is central to supporting rapid company growth in a highly secure, compliance-driven environment (CMMC Level 2 / NIST SP 800-171). You'll be the frontline for end-user support while also owning key operational processes like workstation deployment, identity management, and hardware inventory.

You'll take ownership of the deployment queue and ticket backlog quickly, freeing up senior IT leadership to focus on infrastructure and security initiatives — while maintaining the documentation discipline our compliance environment requires.

This is not a purely reactive helpdesk role — we are looking for someone who can operate independently, exercise sound judgment, and take full ownership of assigned processes, while remaining hands-on with day-to-day deployment and support work.

This position is onsite 5 days per week. We're currently based in Charlestown, MA but will be moving to Wilmington, MA in mid 2027.

Responsibilities:

• Frontline Technical Support: Triage and resolve helpdesk tickets submitted through our SharePoint-based ticketing system, covering Windows 10/11, macOS, Microsoft 365, Teams, and general connectivity issues
• Deployment Management: Own the workstation provisioning pipeline (unbox, asset-tag, image, test, and ship to local and remote staff) using centralized deployment/imaging tools
• Identity & Access Administration: Handle user provisioning, password resets, and MFA troubleshooting in Microsoft Entra ID for internal staff and B2B guest contractors
• SharePoint Administration: Support basic SharePoint site administration and configuration (bonus)
• Software Licensing: Manage routine allocation of engineering and business software licenses per established IT protocols
• Hardware Inventory: Maintain the physical IT asset cage, track inventory and spare stock, and coordinate vendor warranty repairs
• Compliance Documentation: Maintain rigorous documentation of hardware changes, software provisioning, and ticket resolution to support our CMMC Level 2 compliance framework
• New User Setup: Manage new hire laptop and account setup end-to-end
• Availability: Participate in an on-call rotation to support after-hours and emergency IT needs

Required Qualifications

• 3+ years of experience in a relevant IT support/helpdesk role (MSP or regulated corporate environment preferred)
• Bachelor's degree in IT plus relevant certifications and experience
• Hands-on experience with Windows and macOS desktop administration and troubleshooting
• Experience with Microsoft 365 Admin Center and Entra ID (Azure AD) user/group administration
• Fundamental understanding of networking concepts (subnets, VLANs, DNS)
• Familiarity with centralized deployment/imaging tools (SmartDeploy or equivalent)
• Highly organized with strong attention to detail
• Strong written and verbal communication skills
• Comfortable learning new tools quickly and adapting to shifting priorities

Certifications of interest: Microsoft credentials (Azure/M365), Cisco CCENT/CCNA, CompTIA Security+, or ISC2 SSCP. (CompTIA A+ is a plus but not core to this role.)

Preferred Qualifications

• Experience in a government cloud environment (GCC/GCC High) or a NIST SP 800-171 / CMMC-compliant workplace
• Deeper networking exposure (routing, firewalls, VPN, RADIUS)
• Microsoft Intune experience
• Windows Server Administration / Active Directory
• VMware administration
• Cybersecurity experience
• Familiarity with engineering software environments (SolidWorks client installs, PDM troubleshooting)
• Comfort with physical hardware troubleshooting and component-level repairs (RAM, storage)

Benefits

• Paid holidays, sick time and unmetered vacation
• Excellent health and dental plans with 80% employer contribution
• 4% company matching 401k plan with immediate vesting
• Life Insurance
• Long-term / short term disability
• Education assistance

To conform to U.S. Government space technology export regulations, applicants must be U.S. citizens, lawful permanents residents of the U.S., or protected individuals as defined by 8 U.S.C. 1324b(a)(3).

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other protected factor.

In Massachusetts, job postings should address requirements for reasonable accommodations for applicants with disabilities in accordance with the Massachusetts Fair Employment Practices Act (M.G.L. c. 151B) and the Americans with Disabilities Act (ADA). To ensure compliance with these laws, job postings should include language that welcomes individuals with disabilities to request accommodations for the application process.