Help Desk Technician 1 (Iridium) - Military veterans preferred

Trace Systems


Help Desk Technician 1 (Iridium)

US-FL-Tampa

Job ID: 2025-6624
Type: Regular Full-Time
Tampa, FL (Corporate)

Overview

Job Title:  Help Desk Technician 1 (Iridium)

Job Location: Tampa, FL

Trace Systems is actively recruiting for a Help Desk Technician with expertise in Iridium equipment to join our team in Tampa, FL.

Duties and responsibilities include:

• Provide support to remotely deployed telecommunications systems, services, and computing equipment.  This support includes data, transmission (e.g., satellite, wireless, cable, or fiber), voice, video, and any interoperability/connectivity support requirements for installed computers, voice handsets, and associated peripherals and software.  Limited support for “bring your own device” (BYOD) is included.
• Provide Tier-I support to end users as the entry point for customers by receiving, recording, resolving and/or escalating requests for service or incidents.
• May interact with network services, systems engineering, and/or applications development to restore service and/or identify and correct core problem.
• Escalate more complex problems to next higher tier support level for resolution.
• Monitor trends in problems and questions and seek opportunities to improve support and training processes.
• Responsible for support of multiple information and computing systems to include all documentation, traffic analysis, and system uptime monitoring.
• Provide boundary protection monitoring and reporting for networks through firewall, proxy, and intrusion detection capabilities.
• Produce and deliver network metrics information and reports, as scheduled or directed, for company program management and supported customers.

• Active, in-scope US Government issued Secret clearance. Interim is permitted. 
• Due to the nature of the work and US Government requirements,US Citizenship is required. 
• Position requires a minimum of one (1) year of experience in campus or enterprise network and troubleshooting baseband architectures including configuring, operating, and maintaining IP networks.

• An ITIL Foundations (v4) certification is required within 120 days of the hire date.

• Must have previous exprience in the following areas: Iridium DTCS, SBD, Telephoney, Network Management.
• Experience in Network Operations Centers (NOC) or Help Desk and IT customer support and environments.
• Strong working knowledge of Microsoft operating systems, products, applications, and hardware/software troubleshooting techniques.
• Ability to operate and maintain large databases supporting equipment inventory, allocation/billing, tracking, and equipment parts database.
• Knowledge of information technology and knowledge and experience with commercial and tactical military satellite technology architectures, standards, system, hardware and software.
• Ability to manage IP over wired, wireless, or SATCOM networks.
• Experience with Microsoft SharePoint.
• This position supports continuous (24/7/365) network operations, must be able to perform shift work, including weekends and holidays.

• ITIL(V) Foundations
• Help Desk certification: help desk 2000 or HDI certified help desk professionals
• DoD 8570 IAT Level II certification (e.g., Security+, SSCP, or GSEC)
• IT or network technical certifications (e.g., Network+, CCNA R+S, CCNA Wireless, CWTS, CWNA)
• VMWare experience or certification
• Microsoft certifications in Technology or Solutions track
• iDirect IOM, iROCC or other iDirect Government training/certification
• Satellite Communications Network Operations or Coordination training or experience
• Experience in Windows Server administration
• Experience in Microsoft SharePoint Development
• Experience in Network Operations Center (NOC) operations and environments.
• Military Signal, Communications, IT, or Cyber Background
• Diploma or Certificate in EE, IT, or related field (e.g., Network, Systems, Computer, Cyber)
• Good problem diagnosis and resolution skills
• Understanding of monthly report requirements and ability to complete reports on time

• High School Diploma required.
• College degree preferred with a major or course track in communications, IT, or EE. Additional years of experience can be substituted in lieu of a degree.

Trace Systems, headquartered in Vienna, Virginia, was founded to support and defend our nation's security interests at home and abroad–– whenever and wherever. We provide cybersecurity, intelligence, communications, networking and information technology services, systems, and solutions to the United States Department of Defense, Intelligence Community and Department of Homeland Security.

To Apply: We invite you to put your talents to work by joining a growing team of dynamic professionals here at Trace Systems! Be part of a culture at our leading edge company where you can achieve great things while fostering a satisfying and rewarding career progression. Please apply directly through the website at: www.tracesystems.com.      #jointracesystems

Trace Systems is an equal opportunity employer.  Qualified candidates will be considered without regard to legally protected characteristics.

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