SATCOM Help Desk Technician Tier 2 - Journeyman

CACI International

About The Position

The Satellite Communications Operations Help Desk Technician Tier 2 - Journeyman provides first-line support to all DoD users by resolving their technical issues and inquiries. Provide technical assistance for C2ISR Data Transport Infrastructure across global operational environments. Support focuses on rapid incident response, network troubleshooting, and coordinating service interruptions for transport infrastructure systems.

Requirements

Active TS/SCI security clearance
Bachelor's degree in a related field or equivalent experience in lieu of a degree
Minimum 5 years of experience with DoD deployable SATCOM terminals and SATCOM network infrastructures
IAT Level I/II compliant (CCNA Security, Network+, Security+)
Demonstrated experience with advanced technical troubleshooting, comprehensive system monitoring, software and hardware maintenance

Responsibilities

Interfacing with IT customer service operations to address user issues and support related to services listed in service catalogs.
Assisting users by providing support across various platforms including in-person, phone, electronic chat, remote desktop, automated requests, and electronic mail.
Handling walk-in user requests and issues at DoD HQ sites during standard working hours with effective customer service skills.
Utilizing knowledge articles to offer self-service support and basic troubleshooting solutions for common issues.
Ensuring clear communication and resolution of audio-visual equipment, network connectivity, and software-related concerns.
Coordinating and working effectively with Tier 3 support staff to escalate complex technical issues when necessary.
Participating in integration efforts between the Enterprise Service Desk to ensure seamless service desk activities.
Being available to provide support during non-standard hours, including weekends, to accommodate exercises and mission requirements.
Continuously updating and maintaining documentation for procedures, known issues, and resolutions within the service desk environment.