Help Desk Technician - III

Calvert Systems Engineering • Fayetteville, NC

1d • Onsite

About The Position

As a Help Desk Technician III, you will be responsible for providing technical and management leadership for all equipment and information support functions across the Task Order. This position is contingent upon contract award and requires the ability to obtain and maintain a Top Secret/SCI U.S. Government Security Clearance. Calvert Systems is a Service-Disabled Veteran-Owned Small Business headquartered in Bellevue, Nebraska, with operations in twelve states including the District of Columbia. With over 20 years of trusted support to the Department of Defense, Calvert combines the strength of deep mission expertise, a workforce composed largely of veterans with the values of a family business culture. Our team is committed to exceeding customer expectations by leveraging a rich blend of operational experience, technical excellence, and a strong commitment to service. Calvert Systems Engineering provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Requirements

• Previous experience as a Help Desk Technician Tier 3 or similar role supporting a DoD customer at the CCMD level
• Minimum of 8 years' experience with a BS/BA or 6 years' experience with a MS/MA or 3 years' experience with a PhD. or 12 years with HS Diploma or 10 years' with AS/AA degree
• A current, active DoD security clearance at the TS/SCI level
• DoD-approved IA baseline certification for ADP-III/IT-III based on the IAT level and CE/Operating System (OS) certificate within six months of the assignment.
• Strong knowledge of network fundamentals, system administration principles, SATCOM operations, troubleshooting methodologies, and IT service management processes.
• Ability to analyze system logs, interpret performance metrics, and identify root causes of system failures or degradations.
• Strong communication skills with the ability to support structured escalation and provide technical guidance to junior technicians.
• Ability to work in fast‑paced, mission‑critical operational environments supporting DoD or similar high‑reliability systems.
• Ability to occasionally travel to CONUS and OCONUS sites for logistics coordination and facility assessments

Responsibilities

• Serve as the senior technical expert for issues that cannot be resolved by Tier I or Tier II support.
• Diagnose and troubleshoot the most complex system, network, and SATCOM problems, ensuring timely and accurate resolution.
• Lead major maintenance efforts, system updates, configuration changes, and performance improvements across critical systems.
• Analyze recurring or high‑impact issues to determine root causes and implement long‑term solutions.
• Support system upgrades, new technology integration, and improvements to overall SATCOM architecture and mission capabilities.
• Maintain and update technical documentation, configuration records, escalation procedures, and system standards.
• Monitor system performance at a broader operational level and identify trends or risks that may affect reliability.
• Coordinate closely with engineers, cybersecurity teams, leadership, and external partners to resolve complex issues and support mission requirements.
• Develop advanced troubleshooting procedures, guides, and knowledge materials for use across all support tiers.
• Mentor and train Tier I and Tier II technicians to strengthen the team's technical capability.
• Support incident response activities, system recovery, and restoration during outages or critical incidents.
• Help establish communication standards, escalation paths, and operational procedures that improve overall efficiency.
• Provide senior‑level support for mission‑critical SATCOM operations and ensure continuity of essential services.
• Assist with backup, continuity, and disaster recovery processes.
• Maintain accurate system and circuit records along with detailed logs.
• Collaborate with external service providers and government partners to resolve outages and coordinate system changes.
• Participate in evaluating technology needs and recommending improvements where appropriate.
• Support continuous operations in a 24/7/365 environment, including shift work when required.
• Use standard help desk tools, documentation systems, dashboards, and administrative platforms to carry out daily tasks.

Benefits

• Comprehensive benefits including health, dental and vision for the employee and family
• 401k Plan with a company contribution; fully vested immediately
• Company paid Life and AD&D insurance
• Company paid Short-Term and Long-Term Disability insurance
• Flexible Spending Accounts
• Paid Time Off (PTO)
• 10 paid holidays
• Employee Assistance Program
• Tuition Reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Senior