1774 - FMV Help Desk Specialist

Sigma Defense is seeking a FMV Help Desk Specialist to join our team in San Diego, CA. This position will serve as a primary point of contact for users experiencing issues accessing, viewing, or utilizing FMV capabilities. The specialist will assist users, troubleshoot common application and video-related problems, document and track incidents, and coordinate with technical teams when issues require additional investigation. The ideal candidate combines strong customer-service and troubleshooting skills with familiarity with FMV, video applications, networking concepts, and technical support environments. This role is particularly well suited for someone who enjoys solving problems, working directly with users, and learning the technical and operational aspects of the systems they support. Equal Opportunity Employer/Veterans/Disabled: Sigma Defense Systems is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Requirements 1-4 years of experienceProfessional experience in a help desk, service desk, application support, technical support, operations center, or similar user-support environmentStrong customer-service and communication skillsStrong troubleshooting and analytical skillsAbility to methodically gather information and isolate technical problemsExperience supporting software applications or web-based systemsGeneral understanding of computer systems and network-connected applicationsBasic understanding of TCP/IP networking and network connectivity conceptsExperience supporting Windows and/or Linux-based applications or systemsAbility to interpret application errors, system messages, logs, alerts, and other basic diagnostic informationAbility to clearly document incidents, troubleshooting activities, and resolutionsAbility to communicate technical information to users with varying levels of technical experienceAbility to recognize when an issue requires escalation and provide technical personnel with useful troubleshooting informationAbility and willingness to learn unfamiliar applications, technologies, and operational workflowsMust be a U.S. citizen Candidate Differentiators: Previous experience supporting Full Motion Video (FMV) systems or applicationsExperience supporting Intelligence, Surveillance, and Reconnaissance (ISR) systems or related mission applicationsFamiliarity with FMV exploitation, viewing, dissemination, or operational workflowsExperience troubleshooting live video, streaming media, or real-time data applicationsGeneral understanding of video-streaming concepts such as latency, bandwidth, bitrate, codecs, and stream qualityExperience supporting applications within a Department of Defense (DoD) or Intelligence Community (IC) environmentExperience supporting mission users in an operational environmentExperience working with incident-management or help desk ticketing systemsExperience supporting systems with defined Service Level Agreements (SLAs) or operational availability requirementsFamiliarity with cloud-hosted applications and servicesFamiliarity with basic Linux command-line toolsExperience creating user documentation, troubleshooting guides, or knowledge-base articlesExperience performing application testing or supporting software releases Mandatory Certifications: CompTIA Security+ Personnel Clearance Level: Candidate must possess or have the ability to obtain an active Secret security clearance or higherClearance may be sponsored for the right candidate Education Requirements: Associate's degree from an accredited college or university in an Information Technology or related field of study. Essential Job Duties (not all-inclusive): Provide Tier 1 and Tier 2 help desk support for users of Full Motion Video (FMV) applications and servicesServe as a primary point of contact for user questions, technical issues, service incidents, and application problemsAssist users with accessing and utilizing FMV applications and capabilitiesTroubleshoot issues involving FMV playback, video availability, stream quality, latency, buffering, application performance, and user accessVerify the availability and status of FMV feeds and associated servicesAssist users with account access, authentication, permissions, and other common access issuesDetermine the scope of reported problems, including whether an issue affects a single user, multiple users, a specific video feed, an application, or the broader serviceGather relevant information from users to reproduce and diagnose reported problemsPerform initial troubleshooting using available system status information, application logs, monitoring tools, and documented proceduresIdentify known issues and provide established workarounds when appropriateEscalate complex or unresolved incidents to application developers, system administrators, network engineers, or other technical personnelProvide technical teams with useful diagnostic information including timestamps, affected users, affected FMV feeds, screenshots, error messages, logs, and troubleshooting already performedTrack incidents and service requests from initial report through resolutionMaintain clear and accurate ticket documentationCommunicate incident status, workarounds, and resolutions to users and stakeholdersParticipate in testing and validation of FMV applications following updates, releases, maintenance activities, or configuration changesAssist with basic functional testing of new application capabilitiesDevelop and maintain knowledge-base articles, troubleshooting guides, frequently asked questions, and user-support documentationIdentify recurring user issues and recommend improvements to documentation, training, applications, or support processesWork with development and engineering teams to improve the overall reliability and usability of FMV capabilitiesDevelop an understanding of supported applications and FMV workflows sufficient to provide increasingly effective user support Salary Range: $110,000 - $135,000 annually. Benefits Dental and Vision InsuranceMedical Insurance to Include HSA, FSA, and DFSA PlansLife and AD&D coverageEmployee Assistance Program (EAP)401(k) Plan with Company Matching Contributions160 Hours of Paid Time Off (PTO) 12 (Floating) HolidaysEducational AssistanceHighly Competitive Salary