IT Help Desk Technician

IT Help Desk Technician

Divergent is a technology company that has architected, invented, built, and commercialized an end-to-end factory system called the Divergent Adaptive Production System (DAPS) that comprehensively uses machine learning to optimally engineer, additively manufacture, and flexibly assemble complex integrated vehicle structures and subsystems. Products created using DAPS are superior in performance, lower in cost, rapidly customizable to meet mission and customer-specific requirements, faster to market, and scalable on demand to high volume production. Divergent is a qualified Tier 1 supplier to global automotive OEMs, and Divergent is now expanding to support mission critical needs in the Aerospace and Defense sector. Join us to be a part of this transformative journey, where your impact will shape the future of technology and production.

Purpose

We are seeking a Help Desk Technician to deliver fast, effective technical support across our computer systems. In this role, you will troubleshoot basic technical issues, respond to user inquiries, and provide clear, practical guidance to resolve problems. The ideal candidate brings solid technical knowledge, strong communication skills, and the ability to translate complex issues into simple solutions. Patience, professionalism, and a customer-first mindset are essential. Your work will create value for users and help maintain the company's reputation for reliable, high-quality support.

The Role

Serve as the first point of contact for customers seeking technical assistance.

Perform local and remote troubleshooting using diagnostic tools and targeted questions.

Respond to help desk tickets and provide timely, effective resolutions.

Guide customers through step-by-step problem-solving processes.

Escalate unresolved issues to the appropriate support team.

Complete assigned tasks and projects during downtime.

Document issues, actions taken, and resolutions in the ticketing system.

Follow up with customers and update status information as needed.

Relay customer feedback or suggestions to the appropriate internal teams.

Identify and recommend improvements to support procedures.

Manage user accounts across multiple systems, including Active Directory, Atlassian Cloud, Office 365, and others as assigned.

Procure IT equipment and provision devices according to user requirements.

Record new assets and update changes within the asset management system.

Basic Qualifications

Must be legally authorized to access information and technology subject to U.S. export controls.

Strong understanding of computer systems, mobile devices, and other technology products.

Ability to diagnose and resolve basic technical issues efficiently.

Excellent verbal and written communication skills.

Experience with Jira preferred.

Experience with Office 365 preferred.

Customer-focused with a positive and professional attitude.

Proactive problem solver, willing to take initiative to find solutions.

Educational or professional background may include a BS/BA degree, technical certifications, completion of a technical program, or relevant work experience.

Work Environment

Onsite

Compensation

At Divergent, our pay range is based on the level of the job. For this role, we will consider candidates at levels Specialist 02 - Specialist 03 as evaluated through our interview process.

Specialist 02: $27.00 - $37.00

Specialist 03: $31.00 - $42.00

Pay Range $27 - $42 USD

What We Offer:

Holistic Compensation Package: Enjoy a world-class compensation package that includes a competitive salary, equity plan, and discretionary results-based incentive bonus opportunities, ensuring you're truly valued for your contributions.

Wellness and Time Off: Embrace a healthy lifestyle with paid vacation, sick time, and company holidays, including a year-end shutdown to recharge. We support growing families with paid parental leave, recognizing the importance of bonding time.

Comprehensive Health and Wellness: Prioritize your well-being with our comprehensive health and wellness benefits, offering both HMO and Premium PPO options. Additionally, benefit from company-sponsored life insurance and short and long-term disability coverage for peace of mind.

Investment in Growth: We're committed to your professional development. Take advantage of reimbursement opportunities for learning and development initiatives, empowering you to continuously expand your skill set and reach peak performance.

Collaborative and High-Performing Environment: Join our collaborative, dynamic, and high-performing team within a fast-paced, mission-driven company. Together, we're disrupting the traditional manufacturing industry, fostering innovation, and integrating people and technology to reduce our footprint.

Equal Employment Opportunity Divergent is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected characteristic. Divergent provides affirmative action in employment for qualified Individuals with Disabilities and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans' Readjustment Assistance Act.