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Modern Technology Solutions, Inc. (MTSI) · 10 hours ago

Help Desk Specialist

El Segundo, CA

Full-time

Onsite

Senior Level, Lead/Staff

10+ years exp

Modern Technology Solutions, Inc. (MTSI) is a national-level initiative focused on advancing next-generation homeland defense capabilities. The Help Desk Specialist will be the first point of contact for resolving technical issues related to the Space-Based Interceptor mission, ensuring operational support and delivering excellent customer service.

Information Technology

Growth Opportunities

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Respond promptly to user inquiries via phone, email, or ticketing system to troubleshoot and resolve technical issues related to the Space Based Interceptor systems

Diagnose and resolve application, network, and hardware problems while adhering to program security protocols

Escalate unresolved issues to higher-level support teams as needed, ensuring continuity of operations

Maintain and update help desk documentation, including user manuals, FAQs, and standard operating procedures

Perform basic system checks and maintenance tasks to ensure optimal functionality of software and equipment

Monitor system performance metrics and ensure compliance with cybersecurity and operational standards

Provide exceptional service and support, ensuring users can operate program systems efficiently and effectively

Deliver user training on system updates, cybersecurity requirements, and technical tools associated with the Space Based Interceptor platform

Maintain positive and professional communication while addressing end-user concerns

Work closely with IT staff, cybersecurity teams, and program management to deliver timely solutions and optimize program performance

Participate in regular team meetings to report on trends, challenges, and recommendations for improving help desk services

Support operational readiness exercises and program system certifications as required

Qualification

Technical SupportSystem AdministrationCustomer ServiceNetwork TroubleshootingCybersecurity ComplianceUser TrainingCommunication SkillsCollaboration

Required

Bachelor's degree with 10 years' related experience

Must have an Active Top-Secret Clearance with SCI Eligibility

2 years' prior experience for access to Special Access Program Information (SAP), or Controlled Access Program (CAP); must have 1 year in the last 5 years