Northstrat Incorporated ยท 2 weeks ago
Support Technician Tier 1
Arlington, VA
Full-time
Onsite
Entry Level
2+ years expNorthstrat Incorporated is seeking a Tier 1 technical support operator to assist customers using space-based broadband communication services. This role involves interfacing with government customers, triaging and resolving technical issues, and ensuring a seamless customer experience across various communication environments.
Business IntelligenceInformation TechnologySoftware
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Authenticate users and confirm credentials in accordance with access control policies
Triage incoming support cases, collect necessary context, and determine appropriate resolution paths
Manage inbound service desk communications across chat, phone, and ticketing channels
Create and maintain a complete record of all customer interactions in the SNOC system of record
Tailor and refine the ServiceNow interface to support mission-specific workflows and templates
Escalate service interruptions or complex technical issues to Tier 2 engineering teams as needed
Deliver technical support for fielded systems, including end-user devices and network endpoints
Provide support for administrative issues spanning account management, order management, reverse logistics, billing, and contracting
Maintain awareness of customer satisfaction metrics and participate in continuous service improvement efforts
Qualification
Required
You must be a U.S. citizen with active Secret clearance
At least 2+ years of experience in technical support, IT service desk, or network operations
Strong verbal and written communication skills
100% onsite 24/7 operations
Preferred
Proficient with ServiceNow for case management
Top Secret clearance; SCI eligible
Experience supporting government customers or working in a secure operations center
Understanding of broadband communications systems or satellite networks
Demonstrated ability to follow SOPs and adapt playbooks for evolving mission needs
Experience monitoring technical system health metrics and interpreting dashboards
Benefits
Work/Life Balance
Flex Time
Individual Benefits Account (IBA)
Profit Sharing Plan (PSP)
Stock Options
Lifelong Learning
Company
Northstrat Incorporated
Northstrat Incorporated is an employee-owned corporation that provides strategic Information Technology (IT) solutions to US Government agencies in the Intelligence, Defense, and Law Enforcement communities.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase