Associate, IT Customer Support

What you'll do

• Monitor operational dashboards, network management systems, and mission portals to maintain situational awareness of platform activity.
• Perform Tier 1 technical analysis and troubleshooting for terrestrial and satellite communications (SATCOM) environments.
• Log all helpdesk interactions and track user requests accurately within the ITSM ticketing system.
• Manage service requests including user access, account changes, and maintenance activities according to service-level requirements.
• Escalate complex technical incidents to government operations personnel, vendors, and engineering teams as necessary.
• Brief customers, users, and management on all facets of the program and system status.
• Coordinate with internal and external stakeholders to perform incident management and resolve connectivity issues.

What we're looking for

• Must have a Bachelor’s degree or 1-2 years of prior related experience in IT operations.
• Must have proven experience in a helpdesk or technical support role.
• Must have a strong understanding of computer systems, mobile devices, and other tech products.
• Must have experience diagnosing and resolving basic technical issues.
• Must have experience in Microsoft Office 2016 and O365 suite.
• Must be able to obtain a Secret security clearance.
• Must be a U.S. citizen to be eligible for a security clearance.
• Active CompTIA Security+ certification (preferred).