SATCOM Help Desk SME

The Essential Duties and Responsibilities are intended to present a descriptive list of the range of duties performed for this position and are not intended to reflect all duties performed within the job. Other duties may be assigned. To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the position., * Serve as the primary technical expert for SATCOM Help Desk operations, including Tier I and Tier II support functions.

• Provide exceptional customer service, ensuring timely, professional, and accurate responses to user inquiries.

• Troubleshoot basic Government Computer (GC) connectivity, workstation issues, and network access problems.

• Perform network troubleshooting, including diagnosing basic routing, switching, firewall, and connectivity issues.

• Create, edit, and maintain technical documentation, SOPs, troubleshooting guides, and ticket updates.

• Manage and supervise help desk personnel supporting the SMC, ensuring high-quality performance and adherence to procedures.

• Oversee ticket creation, tracking, escalation, and closure using approved service desk systems.

• Provide Tier I support for phone calls, initial diagnoses, and ticket tracking; provide Tier II support for more advanced maintenance, configuration, and issue resolution.

• Coordinate shipment, RMA processing, and tracking of procured items in support of the SMC.

• Maintain logs, reports, and metrics on ticket flow, recurring issues, asset conditions, and customer satisfaction trends.

• Conduct regular communication with users, program managers, and engineering teams to coordinate troubleshooting and updates.

• Ensure compliance with help desk policies, security directives, network guidelines, and DoD IT standards.

• Train, mentor, and guide junior personnel to ensure consistent and quality support operations.

• Recommend process improvements to increase efficiency, reduce ticket volume, and enhance user experience., * Work performed in a professional office/help desk environment with occasional visits to technical or equipment rooms.

• May require limited movement to support hands-on workstation troubleshooting.

• Schedule and Flexibility:

• Standard full-time schedule; mission requirements may require occasional after-hours support.

• Must be flexible and responsive to high-priority or urgent tickets.

Additional Qualifying Factors

As a condition of employment, you will be required to pass a pre-employment drug screening and have acceptable background check results. If applicable to the contract, you must also obtain and maintain the appropriate clearance levels required and must also be able to obtain access to military installations.

• Must comply with all site-specific, DoD, and network security requirements.

• May require obtaining a base access credential.

• Direct interaction with users, help desk staff, and government representatives is routine.

• Education Requirements: High school diploma or GED equivalent

• Level of Experience Requirements:

• Minimum of four (4) years of IT customer support experience.

• Minimum of two (2) years of experience in a military environment

• Exceptional customer service skills and professionalism.

• Basic troubleshooting skills for Government Computer (GC) connectivity issues.

• Knowledge of network fundamentals and common network troubleshooting techniques.

• Strong technical documentation skills, including writing SOPs, ticket notes, and system reports.

• Excellent communication and interpersonal skills for interaction with customers, leadership, and technical teams.

• Ability to work in a fast-paced help desk environment with shifting priorities.

• Ability to handle RMAs, shipment coordination, and tracking procedures.

Knowledge, Skills, Abilities, and Other Characteristics

• Understanding of SATCOM basics, network connectivity concepts, and common workstation/network issues.

• Familiarity with DoD IT environments, ticketing systems, and GC connectivity troubleshooting procedures.

• Strong time-management, organizational, and multi-tasking abilities.

• Ability to work independently or as part of a help desk team.

• Ability to mentor staff and ensure consistent performance across Tier I and Tier II support roles.

• Skills in documenting workflows, drafting troubleshooting guides, and maintaining accurate support records.

Preferred

• Experience with SATCOM systems, baseband equipment, or tactical communications environments.

• Experience with DoD ticketing systems such as Remedy, ServiceNow, or ITSM equivalents.

• Basic knowledge of RMAs, logistics tracking, and equipment accountability processes.

• Technical certifications (CompTIA A+, Network+, Security+, etc.), The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this role. Employees must always maintain a constant state of mental alertness. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to lift up to 25 pounds occasionally (for movement or inspection of equipment).

• Must be able to sit or stand for extended periods while operating help desk systems or troubleshooting devices.

• Must be able to walk to and from office or equipment areas for hands-on support.

• Must be able to use standard office and IT equipment including computers, phones, and diagnostic tools.