Job Description

Computer Network Support Specialists (Service Desk Support Service Specialist) Intermediate

Security Clearance Requirement: Current and Active DoD Secret

Salary Range: $65K - $75K

(The salary range provided is a general guideline. Nexagen Networks considers various factors when determining base salary offers, including the scope and responsibilities of the position, as well as the candidate’s experience, education, skills, and current market conditions.)

As the Service Desk Support Service Specialist , you’ll join a high-performing team dedicated to excellence, innovation, and mission-critical support. At Nexagen, you will drive technological advancements and help secure our nation’s future. With outstanding benefits and unparalleled growth prospects, you’ll thrive in our collaborative and innovative environment. Leverage over two decades of industry expertise to drive transformative innovation and deliver exceptional services across diverse government sectors.

Nexagen Networks is a trusted partner to the Department of Defense (DoD) and other federal agencies, including the Army, Air Force, Marine Corps, Navy, and DHS. With more than 20 years of industry expertise, we deliver exceptional lifecycle professional services spanning Research and Development, Cloud Engineering, Digital Modernization, Systems and Software Engineering, DevSecOps, ITSM, Cybersecurity, Satellite Communication (SATCOM), RMF-FedRAMP, Logistics, Training, Exercises, COMSEC, and IT/Networking.

Job Description

The Service Support Specialist   analyzes, tests, troubleshoots, and evaluates existing network systems, such as local area networks (LAN), wide area networks (WAN), cloud networks, servers, and other data communications networks. Perform network maintenance to ensure networks operate correctly with minimal interruption. Project-specific: provides second-tier support to end-users
for PC, server, mainframe applications, and hardware. Handles problems
that the first tier of help desk support is unable to resolve. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems. Simulates or recreates user problems to resolve operating difficulties. Recommend system modifications to reduce user problems. Maintains currency and a high level of technical skill in the field of expertise. Escalates more complex problems to the senior Level.

Position Responsibilities:

• 24/7 SATCOM Monitoring & Support: Ensure continuous, round-the-clock support for satellite communication networks, monitoring system health and addressing issues as they arise.

• Incident Management & Ticket Resolution: Efficiently log, track, and resolve technical inquiries using HEAT ticketing (Ivanti IT Service Management) to maintain high service levels.

• Multi-Channel Service Support: Handle inbound calls and emails, providing timely responses and troubleshooting support specific to SATCOM platforms.

• Advanced Platform Support: Deliver specialized technical assistance, detailed troubleshooting, and optimization for advanced SATCOM systems.

• Proactive Issue Identification: Monitor system performance to preemptively identify potential failures or disruptions in SATCOM infrastructure.

• Continuous Process Improvement: Collaborate with cross-functional teams to refine support processes, ensuring sustained excellence in SATCOM support and ticket management.

Qualifications:

· Bachelor’s degree + 5-years of experience.

· Associate’s degree and at least 7-yrs experience in lieu of bachelor’s degree.

· Active DoD Secret (or above) Security Clearance.

· CompTIA Security+ Certification.

Company Benefits

At Nexagen, we believe in taking care of our team from day one! Enjoy comprehensive benefits including health, dental, and vision insurance, generous paid time off, a matching 401k, and various support programs. We also offer professional development opportunities and additional perks to ensure you thrive both personally and professionally. Join us and experience the difference with benefits that start on your first day !

Our Culture

Join our dynamic team and thrive in a culture that champions flexibility, professional growth, and work-life balance. At Nexagen, we support your continuous learning with comprehensive training and educational reimbursement. We celebrate your achievements and focus on delivering exceptional value to our customers. Be part of a supportive environment where your contributions directly impact our customers’ success and propel your career forward.

The application period for the job is estimated to be 20 days from the job posting date. However, this timeline may be shortened or extended depending on business needs and the availability of qualified candidates.

Nexagen Networks, Inc. is an Equal Opportunity Employer. All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

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