Help Desk Specialist

Modern Technology Solutions Inc•El Segundo, CA

About The Position

Position Overview: Golden Dome is a national-level, whole-of-nation initiative in which you will play a critical role in advancing next-generation homeland defense capabilities. If you are seeking a fast-paced position focused on developing innovative software for the Space-Based Interceptor mission, this opportunity is designed for you. The ideal candidate will serve as the first point of contact for resolving hardware, software, network, and mission-critical systems issues, ensuring seamless operational support for this dynamic defense initiative. This position requires strong communication skills, technical proficiency, and a commitment to delivering excellent customer service while supporting the program's strategic objectives.

Requirements

Bachelor’s degree with 10 years’ related experience; master’s degree preferred.
Must have an Active Top-Secret Clearance with SCI Eligibility
2 years’ prior experience for access to Special Access Program Information (SAP), or Controlled Access Program (CAP); must have 1 year in the last 5 years.

Responsibilities

Technical Support: Respond promptly to user inquiries via phone, email, or ticketing system to troubleshoot and resolve technical issues related to the Space Based Interceptor systems.
Diagnose and resolve application, network, and hardware problems while adhering to program security protocols.
Escalate unresolved issues to higher-level support teams as needed, ensuring continuity of operations.
System Administration: Maintain and update help desk documentation, including user manuals, FAQs, and standard operating procedures.
Perform basic system checks and maintenance tasks to ensure optimal functionality of software and equipment.
Monitor system performance metrics and ensure compliance with cybersecurity and operational standards.
Customer Service: Provide exceptional service and support, ensuring users can operate program systems efficiently and effectively.
Deliver user training on system updates, cybersecurity requirements, and technical tools associated with the Space Based Interceptor platform.
Maintain positive and professional communication while addressing end-user concerns.
Collaboration: Work closely with IT staff, cybersecurity teams, and program management to deliver timely solutions and optimize program performance.
Participate in regular team meetings to report on trends, challenges, and recommendations for improving help desk services.
Support operational readiness exercises and program system certifications as required