Service Desk Administrator

Key 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.

System Administration

• 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.

Customer Service

• 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.

Collaboration

• 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.

Education And Experience

Bachelor’s degree with 5 years’ related experience; master’s degree preferred.

Required Security Clearance: Must have an Active Top-Secret Clearance with SCI Eligibility2 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.

Required Skills

• Knowledge of TCP/IP, DNS, DHCP, VPN, and basic switch/router concepts to diagnose connectivity issues across secure networks.
• Experience with platforms like ServiceNow, Remedy, or Jira for incident, problem, and change management workflows—critical in controlled defense environments.
• Understanding of antivirus/EDR tools, patch management, and compliance monitoring aligned with security standards such as NIST or organization-specific policies.
• Ability to troubleshoot and maintain desktops, laptops, printers, classified/unclassified systems, and specialized equipment used in secure facilities.

Pay

The pay range for this position is $100,000/year to $180,000/year; however, base pay offered may vary depending on established government contract rates, job-related knowledge, skills, and experience, and other factors.

MTSI also offers a full range of medical, financial, and other benefits, dependent on the position offered.