IT Support Specialist

PDW

IT, Customer Service

Huntsville, AL, USA

Performance Drone Works (PDW) builds technologies for the warfighter, by the warfighter. Born out of the Drone Racing League, our roots are competitive, our mindset is tactical, and our mission is clear: deliver purpose-built unmanned systems to those who serve. We are not here to sell vapor; we build and ship real capabilities for real missions.

Now, we’re entering a new phase of growth and are looking for an IT Support Specialist I to provide reliable, responsive end-user support and contribute to the day-to-day operations of our IT environment.

What You’ll Do

Provide Tier 1-2 technical support for hardware, software, and basic network issues via ticketing system, email, and in-person support.

• Troubleshoot basic Windows and macOS issues; resolve or escalate as needed.
• Support user onboarding and offboarding, including account provisioning, device setup, and access configuration within M365.
• Deploy, configure, and maintain endpoints using tools such as Microsoft Intune and Autopilot.
• Document troubleshooting steps, known issues, and standard procedures in the IT knowledge base.
• Collaborate with Tier 2/engineering teams when issues exceed Tier 1 scope.
• Handle initial triage of security alerts; follow IT KB articles and escalate appropriately.
• Deliver high-quality customer experience by communicating clearly and following through on support requests, while documenting steps taken.

Requirements

• 1-3 years of experience in IT support, helpdesk, or technical support role.
• Strong troubleshooting skills across endpoints, software, and basic connectivity issues.
• Familiarity with Windows 10/11, MacOS, and Microsoft 365 environments.
• Understanding of user account management and basic IT security principles.
• Strong communication skills with a customer-focused mindset and ability to document work clearly.
• Basic networking knowledge (Wi-Fi, DHCP, DNS).
• Experience with ticketing systems and organized with strong task‑management skills.

Preferred

• CompTIA A+, Network+, or Security+ certification (or willingness to obtain).
• Exposure to scripting or automation (e.g., PowerShell).
• Experience supporting users in a fast-paced or regulated environment
• Administration of Google Workspace
• Exposure to endpoint security tools and scripting.

Physical Requirements

The physical demands described here are representative of those that must be met to successfully perform the essential functions of the job. Ability to sit, stand, bend, reach, climb, and move about regularly throughout the day and lift / carry up to 25 pounds.

Work Environment

This position typically operates in a standard office setting and manufacturing environment. This position may have exposure to outdoor weather conditions, noise, and non-climate-controlled environments. May require the use of personal protective equipment (PPE) depending on the environment. This is a fast-paced work environment and requires cross departmental collaboration with independent and team-based responsibilities. Standard works hours for this position are Monday – Friday, 8:00 a.m. to 5:00 p.m., with occasional overtime as operational needs demand.

ITAR Requirement

In compliance with International Traffic Arms Regulations (ITAR), candidates must be U.S. Citizens, U.S. Permanent Residents (Green Card holders) or individuals granted asylee/refugee status as defined by 8 U.S.C. 1324b(a)(3).

Compensation And Benefits

PDW values our team, and we offer a compensation package reflective of your experience and capabilities. Benefits include:

• Comprehensive BCBS medical, dental, and vision coverage; 80% sponsored by the company.
• Safe Harbor 401(K) with company match.
• Paid Parental Leave.
• A work environment that encourages teamwork and innovation.
• Competitive salary, generous paid time off (PTO), and flexible leave options.

EEO Statement

PDW is an equal opportunity employer that upholds all federal and state non-discrimination laws. We ensure a fair and unbiased evaluation for employment for all qualified candidates regardless of race, color, religion, age, sex, sexual orientation, gender identity, national origin, marital status, medical condition, disability, genetic information, veteran status, or any other characteristic protected by law.

See more open positions at PDW