Service Desk Technician

Iridium Satellite•McLean, VA

About The Position

The Service Desk Technician supports Aireon’s global aircraft surveillance network by performing routine monitoring, following documented operational procedures, and assisting with basic incident triage in a 24/7 environment. This entry-level role focuses on executing defined tasks, logging operational activity, and escalating issues according to established guidelines. As the Specialist gains experience, they build competency in monitoring tools, troubleshooting steps, and operational processes to support the performance and reliability of Aireon’s surveillance services. Aireon is certified to provide surveillance as a service to global customers in a safety-critical industry. Service Desk Technicians are required to reach and maintain an acceptable standard of competency. Aireon provides initial and ongoing training to support competency standards, which are measured through assessments that are renewable annually. The position primarily works in an office setting and is largely sedentary, with most work performed using a computer. It requires working 12-hour shifts that rotate every eight weeks, with additional on-call duty as required. Teams work either four or five consecutive days followed by four to five days off, rotating between eight weeks on days and eight weeks on nights.

Requirements

Bachelor’s or associate degree and/or 2+ years of recent experience in Command Center Operations, Network Operations, Technical Support, Event/Fault Monitoring, and/or Incident Management for complex server and networking systems.
Strong communication skills and the ability to communicate key messages and ideas clearly and effectively.
Ability to cultivate meaningful relationships with a manager and team members, and to be open and responsive to constructive feedback and guidance.
Ability to think creatively to help solve problems and humility to ask for help when needed.
Adaptability to a dynamic environment and readiness to take on new tasks.
Motivation to achieve outcomes and results.
Ability to handle multiple tasks at once and complete them on time with mostly no errors.
Eagerness to develop professionally, continuously learn, and share knowledge with others.
Ability to work 12-hour shifts rotating every eight weeks, with additional on-call duty as required; teams work four or five consecutive days followed by four to five days off, alternating between eight-week day and night rotations.

Nice To Haves

Technical skills to understand incidents typical of a networked, international aircraft surveillance system-of-systems and their underlying causes.
Professional certifications such as ITIL Foundation, Network+, Azure, CompTIA, or CCNA.
Experience with aviation, safety, and security.
Air traffic control, flight operation, safety training, or related aviation experience.
Foreign language experience.

Responsibilities

Monitor network devices, system status, and performance metrics using established dashboards and tools.
Follow defined procedures to log routine operational activity and system events for Aireon’s aircraft surveillance network.
Assist with documenting maintenance activity and incident details under guidance from more experienced team members.
Monitor alerts for system, network, and performance issues, escalating according to documented procedures.
Follow structured plans, checklists, and processes to support daily operational tasks.
Record activity related to scheduled tasks, routine monitoring, and unexpected events.
Perform initial incident triage and basic troubleshooting, escalating issues outside Tier 1 scope.
Support outage mitigation by gathering information, performing preliminary checks, and handing off to senior technicians or engineers.
Use approved software tools to update logs, communication templates, and system records.
Resolve clearly defined Tier 1 service requests and support tickets, escalating unfamiliar or complex issues.