Network Support Technician

Sherpa 6•Spring Lake, NC

15h•$90,000 - $130,000•Hybrid

About The Position

The Network Support Technician serves as a critical technical resource supporting Watchtower Mobile Device Management (MDM) solutions, tactical communications systems, and the Defender Mobile Situational Awareness Tool (DMSAT) program. This position combines customer support, systems administration, deployment operations, and technical training responsibilities in support of Department of Defense customers. The Network Support Technician will work directly with U.S. Air Force and other DoD organizations to assess operational requirements, deploy and sustain mission-critical systems, provide end-user support, and conduct training for operators and administrators. This role requires strong technical troubleshooting skills, customer engagement experience, and the ability to travel to customer locations to support installations and mission requirements.

Requirements

Bachelor's Degree (BA/BS) in Information Technology, Computer Science, Cybersecurity, Network Engineering, Electronics, Communications, or related field. Additional years of directly related experience may be substituted for a degree.
Minimum of 10 years of experience in Network Engineering, Systems Administration, Technical Support, Tactical Communications, Deployment Operations, or related technical disciplines.
Minimum of 3 years supporting Department of Defense, Federal Government, or military communications environments.
Experience supporting enterprise mobile device management (MDM), tactical networking, or situational awareness platforms.
CompTIA Security+ CE certification or equivalent certification that satisfies DoD 8570/8140 workforce requirements.
AWS Certified Cloud Practitioner certification (required).
Strong working knowledge of: Windows Server and Desktop Operating Systems, Linux Operating Systems, Android and iOS Mobile Platforms, Mobile Device Management (MDM) Solutions, Active Directory and LDAP Administration, Microsoft Azure Cloud Services, AWS Cloud Services, Virtualization Technologies (Hyper-V, VirtualBox, VMware).
Demonstrated experience with: Cisco AnyConnect VPN, Cisco ASAv (Adaptive Security Virtual Appliance), VPN technologies and secure remote access solutions, Network encryption technologies, Firewalls, ports, routing, switching, and network protocols, DNS, DHCP, TCP/IP, and network troubleshooting.
Knowledge and experience supporting Tactical Awareness Kit (TAK) software applications, including: TAK Server Administration, ATAK/WinTAK Client Configuration, TAK Infrastructure Deployment and Support, Tactical Data Distribution and Network Integration.
Experience with: Public Key Infrastructure (PKI), X.509 Certificates, Certificate Authorities (CA), Client and Server Certificate Lifecycle Management, Secure Communications Architectures.
Ability to: Review and analyze system, application, and network logs, Troubleshoot complex hardware, software, and network issues, Train technical and non-technical personnel, Create technical documentation, SOPs, deployment guides, and training materials, Support customer deployments and field operations in dynamic environments.
Excellent verbal and written communication skills.
Strong customer service and stakeholder engagement skills.
Must be a U.S. Citizen.
Must possess at least a Secret Security Clearance upon hire.
Must successfully complete all required background investigations, security screenings, and drug testing requirements.

Nice To Haves

Prior experience supporting Air Force systems or defense-related deployment programs.
Experience with: DMSAT or similar situational awareness platforms, Satellite communications systems, Ground terminal equipment, Docker, Ansible, OpenVPN, Azure Cloud Services, PostgreSQL, Public Key Infrastructure (PKI), Certificate Management.
Experience applying DISA STIGs and cybersecurity compliance requirements.

Responsibilities

Provide Tier I/II technical support for Watchtower customers and end users.
Troubleshoot hardware, software, network, and mobile device issues across multiple environments.
Support Android, iOS, Windows, and Linux operating systems.
Diagnose and resolve Mobile Device Management (MDM) enrollment, configuration, compliance, and connectivity issues.
Analyze system logs and identify root causes of technical problems.
Escalate complex issues to engineering teams while maintaining customer ownership and communication.
Monitor support ticket queues and ensure timely resolution of customer issues.
Collaborate with Air Force base personnel and government stakeholders to understand site-specific operational requirements.
Configure, customize, and validate DMSAT systems to meet mission objectives and customer requirements.
Coordinate and oversee on-site installation and deployment of DMSAT equipment and associated infrastructure.
Conduct operational testing and validation to ensure system readiness.
Support sustainment activities and lifecycle management of deployed systems.
Provide on-site technical support during deployment, operational exercises, and training events.
Conduct hands-on training sessions for Airmen, operators, administrators, and customer personnel.
Develop and maintain training materials, user guides, quick-reference guides, and Standard Operating Procedures (SOPs).
Provide customer onboarding and operational best practices guidance.
Demonstrate system functionality and capabilities to users and stakeholders.
Deliver both remote and in-person technical instruction.
Assist with deployment, configuration, and maintenance of: Mobile Device Management (MDM) platforms, Windows and Linux servers, Virtualized environments, VPN solutions, Active Directory and LDAP services, Cloud-based services and infrastructure.
Support software updates, patch management, and system hardening efforts.
Assist in applying and validating DISA STIG compliance requirements.
Support network connectivity, encryption, certificate management, and secure communications.
Prepare and maintain deployment documentation, installation reports, training records, and operational checklists.
Document troubleshooting procedures, lessons learned, and technical solutions.
Capture bug reports and support root cause analysis efforts.
Maintain accurate customer support records and deployment status reports.
Support tactical communications and mobility solutions for DoD customers.
Participate in customer site visits, field installations, and operational exercises.
Ensure compliance with contractual, safety, security, and operational requirements.
Coordinate with internal engineering teams, government stakeholders, and customer representatives to ensure mission success.
Participate in after-hours support activities as required.