IT Service Delivery Analyst (AI&T)

 The IT Service Delivery Analyst (AI&T) at Impulse provides first and second-line IT support and hands-on infrastructure support for assembly, integration, and test operations. This role resolves complex issues across endpoints, infrastructure, and test environments while ensuring operational readiness and reliability of systems used in integration and test activities. The Analyst operates in the Tier-2 support category, working closely with infrastructure and engineering teams and plays a key role in supporting live test operations and improving service delivery processes. 

Responsibilities

•  Support test infrastructure such as fiber and copper connections, networking hardware, and final mile connections to endpoints

• Maintain and troubleshoot networking equipment and support infrastructure, such as UPS batteries, rack power distribution, networking equipment, etc

• Image, deploy, sustain and upgrade Linux and Windows based workstations 

• Perform advanced troubleshooting on Linux and Windows based operator terminals providing root cause analysis and solutions 

• Serve as the escalation point for Tier-1 support personnel while working alongside infrastructure and engineering teams to troubleshoot related operational issues 

• Prioritize response to critical issues affecting test cart operations 

• Ensure system and facility availability and performance throughout AI&T footprint 

• Traffic, triage, and solve tickets in a timely manner in accordance with established SLA’s 

• Maintain internal knowledge base and documentation

Minimum Qualifications

•  3+ years of enterprise IT support or service delivery experience 

• Advanced troubleshooting across endpoint systems, identity services, and enterprise platforms 

• Extensive experience diagnosing network connectivity and hardware related issues

• Experience working with IT service management platforms such as Zendesk or Jira

• Ability to troubleshoot issues spanning multiple technology domains 

• Capacity to rapidly pivot between tasks and calls for service 

Preferred Skills and Experience

• 5+ years of enterprise IT support or service delivery experience 

• Experience supporting engineering, lab, or test environments 

• Exposure to test systems, telemetry, or integration environments 

• Advanced network troubleshooting and knowledge (PTP networking, layer 2 and layer 3 switching) 

• Experience in regulated or operational environments 

Operational Expectations  

• Onsite support within test and operational environments 

• Participation in live test support and critical operations 

• After-hours support aligned with test schedules and incidents 

• Proactively and independently detect and solve issues across the facility 

Additional Information:

Compensation bands are determined by role, level, location, and alignment with market data. Individual level and base pay is determined on a case-by-case basis and may vary based on job-related skills, education, experience, technical capabilities and internal equity. In addition to base salary, for full-time hires, you may also be eligible for long-term incentives, in the form of stock options, and access to medical, vision & dental coverage as well as access to a 401(k) retirement plan.

Impulse Space’s spacecraft manufacturing business is subject to U.S. export regulations including the International Traffic in Arms Regulations (ITAR) and Export Administration Regulations (EAR). This position requires applicants to be either U.S. Persons (i.e., U.S. citizen, U.S. national, lawful permanent U.S. resident (green card holder), an individual granted asylum in the U.S., or an individual admitted in U.S. refugee status) or persons eligible to obtain an export license from the U.S. Departments of State, Commerce, or other applicable U.S. government agencies. Learn more about the ITAR here.  

Impulse Space is an Equal Opportunity Employer; employment with Impulse Space is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status.