Associate, IT Customer Support

L3Harris Technologies•Greenville, TX

3d•Onsite

About The Position

L3Harris is seeking an experienced, motivated, and customer-focused IT Customer Support professional for our 24x7 Network Operations Center. The successful candidate will serve as a frontline Tier 1 team member responsible for real-time mission monitoring, incident response, technical troubleshooting, customer support, and operational coordination across terrestrial and satellite communications (SATCOM) environments. This position requires continuous situational awareness of active missions and the ability to monitor multiple systems and communication channels, identify and investigate anomalies, correlate technical information, and coordinate with Government customers, commercial vendors, and internal support teams. The ideal candidate will also be responsible for answering incoming calls, logging interactions within our ticketing system, and managing incident and service requests.

Requirements

Bachelor’s degree with 0 years of prior related experience. In lieu of a degree, a minimum of 1-2 years of prior related experience in IT operations is required
Proven experience in a helpdesk or technical support role
Strong understanding of computer systems, mobile devices, and other tech products
Experience diagnosing and resolving basic technical issues
Experience in Microsoft Office 2016 and O365 suite
Ability to obtain a Secret security clearance

Nice To Haves

Active CompTIA Security+ certification
Ability to work effectively in a team environment and independently
Prior military experience
Must possess excellent verbal and written communication skills in an executive and military environment
Familiarity with ITSM ticketing systems (ex. ServiceNow)
Experience in monitoring systems and interpreting data
Knowledge of incident management and service request management processes
Familiarity with information systems and troubleshooting connectivity issues
Ability to present ideas in a business-friendly and user-friendly language to all levels of customers and management
Experience documenting day-to-day tasks
Able to adapt, learn, and work in a fast-paced environment with little assistance

Responsibilities

Monitoring operational dashboards, network management systems, mission portals, alerts, and communication channels while maintaining situational awareness of mission and platform activity.
Accurately logging all helpdesk interactions and tracking user requests within the ITSM ticket system.
Performing Tier 1 technical analysis and troubleshooting and appropriately escalating incidents to Government operations personnel, vendors, engineering teams, or other support organizations.
Managing service requests including user access, account changes, maintenance activities, and other operational support requirements in accordance with established procedures and service-level requirements.
Maintaining professionalism, urgency, attention to detail, and effective communication while supporting high-visibility customers and mission-critical systems.
Supporting a 24/7 operational environment with rapidly changing priorities and periods of both routine monitoring and high operational activity.
Actively managing all network and satellite system maintenance requests with government and end users.
Monitoring and tracking specific program info using designated resources, ensuring constant awareness of status.
Briefing customers, users and management on all facets of the program.
Teaming with internal and external stakeholders to perform incident management by identifying, analyzing, and escalating complex problems to higher-level support teams when necessary.
Managing service requests by fulfilling user needs in a timely and efficient manner, adhering to service level agreements.
Maintaining a high degree of customer service for all support queries and adhering to all service management principles.
Participating in ongoing training and development to stay current with system information, changes, and updates.