Support Staff I - Military veterans preferred

Title: ? Support Staff I 

Department: ?Cyber Solutions/Div 11 

Reports To: Senior Program Manager 

Revision date: 6/10/2025 

FLSA Status: Exempt?  

Location: Columbia, MD? ? ? ? ?  

Level: T1 

Rate of Pay: $50k-$100k 

 
Company Overview 

Comtech Telecommunications Corp. is a leading global technology company providing terrestrial and wireless network solutions, next-generation 9-1-1 emergency services, satellite and space communications technologies, and cloud-native capabilities to commercial and government customers around the world. Our unique culture of innovation and employee empowerment unleashes a relentless passion for customer success. With multiple facilities located in technology corridors throughout the United States and around the world, Comtech leverages our global presence, technology leadership, and decades of experience to create the world’s most innovative communications solutions. For more information, please visit www.comtech.com.?

We’re seeking curious, growth-minded thinkers to help shape our vision, structures, and systems; playing a key role as we launch into our ambitious future. If you’re invigorated by our mission, values, and drive to change the world — we’d love to have you apply. 

Position Summary: 

Comtech Systems, Inc. (CSI) is looking for a Tier 1 Support Staff member to support one of our government clients in Columbia, MD. 

Responsibilities: 

• Provide Tier 1 technical support for learning platforms (e.g., LMS, lab environments, virtual desktops) and classroom systems.
• Monitor and respond to help desk tickets related to student access, account issues, login failures, lab performance, and network connectivity.
• Escalate unresolved issues to Tier 2 or Tier 3 support staff and document the resolution steps.

• Assist with the setup, imaging, and testing of classroom and lab workstations.
• Support routine patching, backups, and lab environment resets as directed by the Infrastructure Manager.
• Track issue trends and support root-cause analysis for recurring problems.
• Assist in onboarding students to the Learning Management System (LMS) and virtual lab platforms.
• Maintain detailed logs, ticket entries, and service reports in the ticketing system.
• Take initial telephone or email inquiries, and troubleshoot and manage relatively simple hardware, software, or network problems.
• Create a positive customer experience.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions, and determine the best solution based on the issues and details provided by customers.
• Record events, problems, and their resolution in the helpdesk ticketing system.?
• Pass on any feedback or suggestions from customers to the appropriate internal team.
• Identify and suggest possible improvements in procedures.

 
Qualifications:? 

• 2+ years of Tier 1 support or help desk experience in an enterprise or academic setting.
• Basic understanding of Windows and Linux environments.
• Familiarity with help desk ticketing platforms (e.g., Jira, ServiceNow, Spiceworks).
• Strong communication and customer service skills.
• Active Secret clearance or ability to obtain.

Education: 

• Associate’s degree in information technology or related field (or equivalent experience).