Help Desk Technician - Tier 3 (Journeyman)

AEVEX • Fayetteville, NC

4h • Onsite

About The Position

The Help Desk Technician Tier 3 provides technical leadership support to end users across the organization. The technician works in a fast-paced, 24/7/365 operational environment supporting critical C2ISR systems and user communities.

Requirements

• Strong knowledge of: Service desk ticketing systems such as ServiceNow and Remedy
• Knowledge base and documentation repositories
• Remote support tools including Microsoft Remote Desktop and TeamViewer
• Collaboration platforms such as Microsoft Teams, Zoom, and Outlook
• PC diagnostic utilities and basic network connectivity testers
• Audio/visual troubleshooting tools
• Inventory and asset management systems
• Standard documentation templates for procedures, workflows, and trouble logs
• Must complete DoD-approved IA baseline certification for ADP-III/IT-III based on the IAT level
• Obtain CE/Operating System (OS) certificate within six months of the assignment.
• 8-11 years' experience with a BS/BA or 12 years' experience with no degree.
• DoD 8140 role for WRC: 411; Element: IT; Work Role: Technical Support Specialist; Proficiency Level: Basic / ability to obtain
• Active TS/SCI DoD clearance, and ability to maintain TS/SCI. U.S. Citizenship required.

Responsibilities

• Provide senior-level Tier 3 support and subject matter expertise to enhance situational awareness and operational stability across command mission-critical SATCOM network infrastructures.
• Maintain, test, and execute enterprise backup and disaster recovery plans in alignment with Continuity of Operations (COOP) requirements.
• Deliver advanced technical troubleshooting, incident resolution, and sustainment support for C2ISR platforms, applications, and systems.
• Ensure continuous operation, maintenance, and optimization of mission-essential infrastructure services, including satellite communication systems.
• Collaborate with commercial service providers, U.S. Government personnel, and DoD partners to resolve outages, perform installations, and manage service transitions.
• Assess user, network, and communications requirements; recommend hardware and software solutions that align with mission and enterprise needs.
• Maintain accurate circuit documentation, configuration records, and trouble logs to support operational visibility and compliance.
• Support 24/7/365 operations through shift-based coverage to ensure uninterrupted mission success.
• Perform other duties as required.
• Regular and reliable attendance on a full time basis [or in accordance with posted schedule].
• Responsible for exhibiting professional behavior with both internal and external business associates that reflects positively on the company and is consistent with the company's policies and practices.
• Embodies AEVEX’s cultural values and aligns daily actions with department goals and company culture.

Benefits

• AEVEX provides a full suite of comprehensive benefits, including a 401(k)-retirement plan, comprehensive Medical, Dental, Vision, Disability and Life insurance group coverage with a portion of the premiums paid by the company, professional development funds, and an Employee Assistance Plan (EAP) with counseling, legal help, child and elder care support, among other benefits for qualified employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 101-250 employees