Technical Support Desk Technician (COMSEC Tier 2)

Job Responsibilities

• Provide Tier 2 technical support for COMSEC systems and devices, including MGC/CHO, ACES, SKL, TKL, iApp, and associated hardware/software.
• Troubleshoot, diagnose, resolve, and document COMSEC hardware, software, connectivity, configuration, and encryption-related issues.
• Analyze incident tickets, perform technical investigations, and determine appropriate corrective actions to ensure timely resolution.
• Support customers via phone, Microsoft Teams, and email by providing clear technical guidance and issue resolution.
• Utilize HPeSM and other government systems to research incidents, document troubleshooting activities, and maintain accurate service records.
• Escalate complex issues to higher-tier support, COMSEC Subject Matter Experts (SMEs), or vendors and track resolution through closure.
• Perform COMSEC account operations, including key management, transfers, destruction, device initialization, INE configuration, ECU loading, and OTAD support.
• Install, configure, maintain, and support COMSEC workstations, peripheral devices, and validated hardware/software upgrades.
• Aid Army COMSEC accounts during technology refreshes, modernization efforts, and fielding of new capabilities.
• Participate in testing and evaluation of emerging COMSEC technologies and incorporate lessons learned into operational procedures and user guidance.
• Maintain configuration management records and ensure COMSEC accounts remain compliant with applicable standards and policies.
• Document customer interactions, troubleshooting steps, resolutions, procedures, reports, and project deliverables.
• Support customer satisfaction initiatives and provide timely follow-up to ensure successful issue resolution.

Qualifications

• U.S. Citizen with an active DoW Secret Clearance.
• IAT Level II Certification equivalent or higher per DoD 8570/DoD 8140 (CompTIA Security+ CE, CCNA Security, GICSP, GSEC, SSCP, etc.).
• Minimum of two (2) years of telecommunications, electronics, information technology, or related technical experience; vocational training, military training, or professional certification from an accredited technical institution preferred.
• Experience supporting COMSEC equipment and key management systems, including ACES, SKL, and Public Key Infrastructure (PKI) environments.
• Working knowledge of tactical communications and networking environments, including secure voice, data, and network operations.
• Experience using NetOps Toolkits (J-TNT) and other network monitoring, diagnostic, and troubleshooting tools.
• Understanding of system and network administration concepts, including operating systems, virtualization, and network protocols.
• Experience troubleshooting hardware, software, communications, and encryption-related issues in a military or enterprise environment.
• Strong customer service, problem-solving, and technical documentation skills.
• Ability to work independently and as part of a technical support team in a fast-paced operational environment.

Preferred

• Experience working in a Department of Defense (DoD) environment.
• Experience providing quality service and support for mission-critical systems and VIP end users.
• Excellent communication skills (written and oral) and interpersonal skills.
• Superior organizational skills, attention to detail, and ability to prioritize and manage multiple tasks.
• Problem solver and troubleshooter who thrives in resolving complex problems.
• Strong self-starter requiring minimal supervision.

Additional Information

This position is contingent upon the successful acquisition of the government contract and the completion of ongoing negotiations. We anticipate these processes will be completed within the next several weeks, at which time interviews and offers will be extended upon successful contract award.

Link Solutions Inc. offers a competitive compensation and benefits package to include paid holidays, paid time off, medical, dental, vision, company-paid long and short-term disability, life insurance, referral bonuses, relocation reimbursement program, certification reimbursement program, retirement, and more.

Link Solutions, Inc. is an EOE. AA/M/F/D/V. We participate in the E-Verify Employment Verification Program. All your information will be kept confidential according to EEO guidelines.