Service Desk Technician Tier 1 (NETOPS)

About the role

Trace Systems is hiring a Service Desk Technician Tier 1 in Colorado Springs, Colorado, for a Network Operations (NETOPS) Service Desk focused on Tactical Communications systems in a Defense Support of Civil Authorities (DSCA) mission. The role covers diagnosing and resolving IT issues, managing user accounts and supporting remote users in the field.

Key responsibilities

• Detect and resolve customer-reported hardware, software and peripheral IT issues.
• Install, configure, test and maintain computers, user devices and local software packages.
• Administer user accounts, passwords, basic access controls and system permissions.
• Document incidents, track troubleshooting steps and log solutions in support tracking systems.
• Manage a team of technicians, direct troubleshooting of network outages and provide risk and crisis management.
• Act as secondary or primary CRO for on-site COMSEC items.
• Support remote field users, manage trouble tickets and RMAs, and manage spare parts centrally and locally.
• Troubleshoot configuration management and VPN tunnels across multiple enclaves.
• Configure, troubleshoot and repair vehicle-based and transit-case systems.
• Provide field service and training to U.S. Military and government civilians (about 30% travel).
• Interact with DISA or commercial teleport sites and install, configure and maintain VSAT terminals.

Required profile

• Active, in-scope U.S. government Secret clearance.
• U.S. citizenship required due to contract requirements.
• Meets DoD 8140 Technical Support Specialist (Work Role 411, Basic proficiency); higher proficiency or equivalent certifications may be accepted.
• Required certification: Security+.
• Minimum of 3 years of experience.
• High school diploma.

Required skills

• DoD 8140 certifications such as A+, Network+ or others.
• Preferred: knowledge of HARRIS radio systems (PRC-1523/117G/152/158/160) and VSAT systems (LiteComs, Hawkeye's 3 or 4, AvL).
• Preferred: experience with tactical voice and data communication systems, network management, information assurance and LAN/WAN engineering.

What we offer

• Salary range of $73,500 to $83,000.
• Health insurance, flexible spending account, wellness program, life and disability insurance, retirement savings plan, company holidays and paid time off.

To apply, use the company's online application form.