Fairwinds Technologies · 7 hours ago
Tier 1 Helpdesk Technician
United States
Full-time
Remote
Mid Level
$53K/yr - $60K/yr
3+ years expFairwinds Technologies is seeking a Tier 1 Helpdesk Technician to provide frontline technical support for the Deployable Communications Capability Services System and Western Hemisphere Command‑Forward. This role involves troubleshooting technical issues and ensuring operational readiness for users in dynamic environments.
InfrastructureManufacturingWireless
Responsibilities
Responds to calls, emails, and service requests from users experiencing issues with hardware, software, operating systems, email, and mission‑specific applications
Assesses and troubleshoots Tier 1 technical problems, applying foundational knowledge of communications systems, IT hardware, and software
Determines whether issues stem from hardware (e.g., modems, printers, cables, telephones), software configurations, or user error
Guides users through structured problem‑solving steps to restore functionality
Documents all support interactions, troubleshooting steps, and resolutions
Collaborates with Tier 2/3 teams, system administrators, and engineering staff to research and solve complex issues
Revises user manuals and procedures to reflect system updates or lessons learned
Supports deployment, configuration, and sustainment of DCCS and WHC‑FORWARD systems
Maintains awareness of system baselines, updates, and configuration changes
Contributes to after‑action reviews and continuous improvement of support processes
Ensures all helpdesk activities align with mission timelines, operational requirements, and security protocols
Qualification
Required
Minimum 3 years of hands‑on experience troubleshooting deployed communications systems, tactical communications equipment, or expeditionary IT environments
Proven ability to troubleshoot and provide support to multiple deployed SATCOM equipment and networks such as: iDirect platforms, Tampa Microwave terminals, Starshield systems, Lite Coms solutions, and L‑3 Technologies hardware, RHN and DoD Teleport architectures, narrowband SATCOM radios and LMRs, Wideband HF radios and antennas, VTC and Telephony systems, WAN systems, as well as HAIPE Type I, AES-256, and CSfC
Experience applying workforce elements aligned with the DoD Cyber Workforce Framework (DCWF) as outlined at https://cyber.mil/cw/dcwf , including cyber hygiene, incident reporting, privileged user responsibilities, secure system handling, and configuration/change tracking
Experience supporting fielded or forward‑operating users and diagnosing issues across hardware, software, network connectivity, and mission‑specific systems
Foundational knowledge of computer hardware, software, operating systems, and network fundamentals
Experience providing Tier 1 helpdesk or customer support in technical environments
Strong communication skills with the ability to explain technical concepts to non‑technical users
Experience documenting troubleshooting steps, solutions, and recommendations
Benefits
A range of medical, financial, and/or other benefits
Company
Fairwinds Technologies
Fairwinds Technologies is a defense and space manufacturing company that offers engineering, field service, and interactive training.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
J
Jim Sprungle
Chief Executive Officer
Jennifer Sprungle
Chief Financial Officer
Recent News
The Virginian-Pilot
2025-12-27
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