IT Service Desk Support Specialist Intermediate

Security Clearance Requirement: Current and Active DoD Secret

Salary Range: $65K $75K

(The salary range provided is a general guideline. Nexagen Networks considers various factors when determining base salary offers including the scope and responsibilities of the position as well as the candidates experience education skills and current market conditions.)

Job Description:

We are seeking a skilled SATCOM Network Support Specialist to analyze troubleshoot and maintain complex network systems including local area networks (LAN) wide area networks (WAN) cloud networks servers and other data communication platforms. In this role you will provide secondtier technical support to endusers resolving issues that exceed the capabilities of first tier help desk support. You will work closely with network services software engineering and application development teams to restore service and identify root causes. This position requires a high level of technical expertise problemsolving ability and commitment to maintaining optimal network performance with minimal disruption.

Position Responsibilities:

24/7 SATCOM Monitoring & Support: Ensure continuous roundtheclock support for satellite communication networks monitoring system health and addressing issues as they arise.

Incident Management & Ticket Resolution: Efficiently log track and resolve technical inquiries using HEAT ticketing (Ivanti IT Service Management) to maintain high service levels.

MultiChannel Service Support: Handle inbound calls and emails providing timely responses and troubleshooting support specific to SATCOM platforms.

Advanced Platform Support: Deliver specialized technical assistance detailed troubleshooting and optimization for advanced SATCOM systems.

Proactive Issue Identification: Monitor system performance to preemptively identify potential failures or disruptions in SATCOM infrastructure.

Continuous Process Improvement: Collaborate with crossfunctional teams to refine support processes ensuring sustained excellence in SATCOM support and ticket management.

Qualifications:

BA or BS degree 5 years of experience or AA degree with 7 years of experience or 7 years of IT and/or Military experience

5years experience with satellite communication systems and network infrastructure.

Security Certification

Strong understanding of SATCOM systems network infrastructure and troubleshooting methodologies.

Familiarity with HEAT (Ivanti IT Service Management) or similar ticketing systems for incident tracking and resolution.

Excellent verbal and written communication skills with the ability to explain technical concepts to nontechnical users.

Experience working with crossfunctional teams to drive process improvements and enhance service quality.

Comfortable working in a fastpaced 24/7 support environment with shifting priorities.

Company Benefits:

At Nexagen we believe in taking care of our team from day one! Enjoy comprehensive benefits including health dental and vision insurance generous paid time off a matching 401k and various support programs. We also offer professional development opportunities and additional perks to ensure you thrive both personally and professionally. Join us and experience the difference with benefits that start on your first day!

Our Culture:

Join our dynamic team and thrive in a culture that champions flexibility professional growth and worklife balance. At Nexagen we support your continuous learning with comprehensive training and educational reimbursement. We celebrate your achievements and focus on delivering exceptional value to our customers. Be part of a supportive environment where your contributions directly impact our customers success and propel your career forward.

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