Specialist, Engineering Services

L3HHCM20

About The Position

The Specialist will lead a small service desk call center supporting a U.S. Department of Defense program. This individual demonstrates expertise in business and engineering application configurations and their integration with end-user communications devices. The Specialist provides technical support for web-based and client-based applications, SATCOM communications devices, and related services. They troubleshoot core service components, access issues, configurations, and operational use cases while monitoring system and support performance through data analytics and reporting. The role includes tracking and documenting government technical support inquiries, service interruptions or degradation incidents, and both scheduled and unscheduled maintenance activities. The Specialist maintains comprehensive records of all maintenance, repairs, downtime, changes, and system updates. Additionally, the Specialist facilitates smooth transitions from IRAD to product release for provisioning, field upgrades, software tools, and repairs. They serve as the primary support contact for program partners, building and maintaining trusted relationships across the organization.

Requirements

Bachelor’s Degree and minimum 4 years of prior relevant experience. Graduate Degree and a minimum of 2 years of prior related experience. In lieu of a degree, minimum of 8 years of prior related experience.
CompTIA Security+ or comparable IA security training and certification completion within the past year.
Active DoD Secret clearance.

Nice To Haves

2+ years of recent prior experience using or supporting SATCOM devices and services in either commercial or DoD capacity.
2+ years of experience as a privileged user or administrator of service desk or issue tracking software application.
Data analytics and reporting using MS Excel (advanced user).
Experience with Atlassian toolset JIRA desired.
Understanding of Iridium Satellite services Short Burst Data (SBD) or Distributed Tactical Communications System (DTCS), use cases and operational concepts.
Running and modifying MySQL queries and Python scripts.
Windows OS and browser certificate stores; troubleshooting certificate issues with SSL/TLS.
SharePoint site administrator experience.
Proficient with Microsoft products, including Excel, Word, Visio, Power Point.
Assertive with good oral and written communication skills.
Able to work independently and adjust to changing priorities.

Responsibilities

Provides technical support by phone and email to troubleshoot software and hardware failures utilizing remote management tools to access local and remote government systems.
Maintains and updates incident records in tracking databases and provides timely resolution of problems or escalation on behalf of end users to appropriate next level of technical support personnel within program organization.
Able to provide high level summary and detailed account of problem description and troubleshooting steps.
Enters validated issues and failures into JIRA.
Installs, configures, and maintains environments used for system monitoring, upgrades, configuration, and repairs.
Attends program meetings as requested.
Provides weekly and monthly service desk and performance reporting.
Oversees and administers service desk application to ensure aging tickets are prioritized and assigned. Provide minor service desk application customizations of drop-down lists, forms, and reports.
Enters corporate IT service requests when service desk or phones are not accessible and follow to resolution.
Maintain and create new service email accounts as needed to support new services, programs or business activities routed through and supported by the call center/service desk.
Direct contributor to monthly and annual program deliverables to include reports, field tool software rollout, sustainment, and support plans.
Maintains security posture to protect customer data, PII and restrict access and information except to authorized users.
Creates and maintains troubleshooting steps, standard response/solutions, and desktop procedures for internal support team; FAQs, best practices, user guides, service, and product bulletins to end users.
May provide end-user in-person or web-based training. Occasional travel for customer meetings, training, or on-site support.