SATCOM Help Desk SME
Core
Primary technical expert for SATCOM Help Desk operations, providing Tier I and Tier II support for Government Computer connectivity and network issues.
Role type
Senior IC help desk specialist (SATCOM/DoD)
Builds
Help desk support services for military/Government users
Domain
Defense/Telecommunications
Required skills
SATCOM basics, network fundamentals, routing, switching, firewall troubleshooting, ticketing systems, technical documentation, RMA processing, mentorship
Preferred skills
SATCOM systems, baseband equipment, tactical communications, DoD ITSM platforms (Remedy, ServiceNow), logistics tracking, technical certifications (CompTIA A+, Network+, Security+)
Technologies
Firewall, ITSM, ServiceNow, SharePoint
Responsibilities
Provide Tier I phone support, initial diagnosis, and ticket tracking; Perform Tier II maintenance, configuration, and issue resolution; Troubleshoot Government Computer connectivity, workstation, and network access issues; Create and maintain technical documentation, SOPs, and troubleshooting guides; Coordinate shipment, RMA processing, and tracking of procured items; Train, mentor, and guide junior personnel; Communicate with users, program managers, and engineering teams to coordinate troubleshooting.
Seniority
Senior, hands-on IC