Support Staff II - Military veterans preferred

Title: ? Senior Tier 1 Support Technician 

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: $80k-$150k  

 
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 Senior Tier 1 Support Technician to support one of our Government clients in Columbia, MD. 

Responsibilities: 

• Lead first-line technical support, ensuring consistent user experience and rapid response across all training environments. 
• Mentor junior support staff, acting as the first escalation point, and work closely with system admins and instructional teams to maintain readiness.  
• Lead Tier 1 support operations, overseeing help desk intake, ticket triage, and student-facing support.
• Coordinate daily support priorities with the Infrastructure Manager and escalate persistent issues to Tier 2/3 staff.

• Provide coaching and on-the-job training to junior help desk staff.
• Track service-level agreements (SLAs) and metrics for ticket response and resolution times.
• Maintain knowledge base documentation for recurring technical issues.
• Assist in verifying classroom readiness, performing system pre-checks, and validating the virtual lab environment before the course starts.
• Support the onboarding process for new instructors and students.
• Contribute to the continuous improvement of help desk procedures and knowledge base.

 
Qualifications:? 

• 3–5 years of help desk, IT support, or systems troubleshooting experience.
• Experience with DoD or Federal training environments preferred.
• Proficiency in managing tickets using ITSM platforms (e.g., Jira, Remedy, Freshservice).
• Strong interpersonal, communication, and documentation skills.
• Ability to work independently and prioritize competing tasks.
• Active Secret clearance or ability to obtain.

Education: 

• Bachelor’s degree in IT or related discipline (or equivalent military experience).

 
Comtech Telecommunications Corp. is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability protected veteran status or other characteristics protected by law.