Technical Support Desk Technician

Job Summary

• Provide Tier 2 technical support for COMSEC systems, devices, hardware, and software.
• Troubleshoot and resolve hardware, software, connectivity, configuration, and encryption-related issues.
• Analyze incident tickets and conduct technical investigations.
• Provide technical assistance to customers through phone, Microsoft Teams, and email.
• Document troubleshooting activities, resolutions, procedures, and service records.
• Escalate complex technical issues to higher-tier support, SMEs, or vendors.
• Perform COMSEC account operations, including key management, transfers, device initialization, and related support.
• Install, configure, maintain, and support COMSEC workstations and peripheral devices.
• Support technology refreshes, modernization projects, and deployment of new COMSEC capabilities.
• Participate in testing and evaluation of emerging technologies.
• Maintain configuration management records and ensure compliance with applicable security standards.
• Support PKI lifecycle management and secure voice, data, and network operations.
• Troubleshoot communications, networking, encryption, hardware, and software issues.
• Maintain strong customer service and technical documentation standards.

Qualifications

• U.S. citizenship and active DoW Secret Clearance required.
• 2+ years of telecommunications, electronics, information technology, or related technical experience.
• Experience with COMSEC equipment and key management systems such as ACES and SKL.
• Knowledge of tactical communications, secure voice, data, and network operations.
• Experience with network monitoring and troubleshooting tools.
• Understanding of system and network administration concepts.
• Knowledge of operating systems, virtualization, and network protocols.
• Ability to analyze system performance and identify security issues.
• Experience troubleshooting hardware, software, communications, and encryption-related problems.
• Strong customer service, problem-solving, communication, and documentation skills.
• Ability to work independently and as part of a technical support team.