Service Desk Technician

Iridium Satellite, LLC•McLean, VA

1d•$60,000 - $80,000•Hybrid

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 an essential part of this service and are required to reach and maintain an acceptable standard of competency. Aireon will provide initial and ongoing training to support competency standards. This is measured through assessment that is renewable annually.

Requirements

Bachelor's or Associates 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, with the ability to communicate key messages and ideas clearly and effectively
Can cultivate meaningful relationships with your manager and members of your team, while being open and responsive to constructive feedback as they guide and mentor you
The ability to think outside the box to help solve problems, with the humility to ask for help when needed
Adaptability to a dynamic environment and the readiness to take on any new tasks that are handed to you
A motivation to achieve outcomes and results
Capable of handling multiple tasks at once and completing them on time with mostly no errors
An eagerness to develop professionally, continuously learn, and share knowledge with others

Nice To Haves

Technical skills to understand incidents typical of a networked, international aircraft surveillance system-of-systems, and the underlying problems causing them
Professional certifications such as ITIL foundation, Network+, AZURE, CompTIA or CCNA
Experience with aviation, safety, and security
Air traffic control, flight operation, safety training and related aviation experience
Any 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 that fall 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