Service Desk Administrator

The ideal candidate will serve as the first point of contact for resolving hardware, software, network, and mission-critical systems issues, ensuring seamless operational support for this dynamic defense initiative. This position requires strong communication skills, technical proficiency, and a commitment to delivering excellent customer service while supporting the program’s strategic objectives. Key Responsibilities: Technical Support: - Respond promptly to user inquiries via phone, email, or ticketing system to troubleshoot and resolve technical issues related to the Space Based Interceptor systems. - Diagnose and resolve application, network, and hardware problems while adhering to program security protocols. - Escalate unresolved issues to higher-level support teams as needed, ensuring continuity of operations. System Administration: - Maintain and update help desk documentation, including user manuals, FAQs, and standard operating procedures. - Perform basic system checks and maintenance tasks to ensure optimal functionality of software and equipment. - Monitor system performance metrics and ensure compliance with cybersecurity and operational standards. Customer Service:

Provide exceptional service and support, ensuring users can operate program systems efficiently and effectively. - Deliver user training on system updates, cybersecurity requirements, and technical tools associated with the Space Based Interceptor platform. - Maintain positive and professional communication while addressing end-user concerns. Collaboration: - Work closely with IT staff, cybersecurity teams, and program management to deliver timely solutions and optimize program performance. - Participate in regular team meetings to report on trends, challenges, and recommendations for improving help desk services. - Support operational readiness exercises and program system certifications as required Education and Experience: - Bachelor’s degree with 5 years’ related experience; master’s degree preferred. Required Security Clearance: - Must have an Active Secret Clearance. Required Skills: - Knowledge of TCP/IP, DNS, DHCP, VPN, and basic switch/router concepts to diagnose connectivity issues across secure networks. - Experience with platforms like ServiceNow, Remedy, or Jira for incident, problem, and change management workflows-critical in controlled defense environments. - Understanding of antivirus/EDR tools, patch management, and compliance monitoring aligned with security standards such as NIST or organizationspecific policies. - Ability to troubleshoot and maintain desktops, laptops, printers, classified/unclassified systems, and specialized equipment used in secure facilities. Compensation The pay range for this position is $100,000/year to $170,000/year; however, base pay offered may vary depending on established government contract rates, job-related knowledge, skills, and experience, and other factors. MTSI also offers a full range of medical, financial, and other benefits, dependent on the position