Service Desk Support Specialist - Associate
: Job Details :

IT Service Desk Support Specialist - Associate

As a Computer Network Support Specialist (Service Desk Support Service Specialist) - Associate, 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.

We are seeking a skilled Service Desk Support Specialist to analyze, test, troubleshoot, and evaluate existing network systems, such as local area networks (LAN), wide area networks (WAN), cloud networks, servers, and other data communications networks. This position will be responsible for performing network maintenance to ensure networks operate correctly with minimal interruption. Project specific requirements: providing support to end-users for PC, server or mainframe applications, and hardware. You may interact with network services, software systems engineering and/or applications development to restore service and/or identify and correct core problems. Additionally, you will simulate or recreate user problems to resolve operating difficulties and recommend system modifications to reduce user problems. More complex problems will be referred to the intermediate and/or 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:

• BS degree + 5 years of experience, or AA degree with 2 years Tech School with 2-4 years of IT and/or Military experience
• Security+ Certification
• Strong understanding of SATCOM systems, network infrastructure, and troubleshooting methodologies.
• Familiarity with HEAT (Ivanti IT Service Management) or similar ticketing systems for incident tracking and resolution.
• Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.
• Experience working with cross-functional teams to drive process improvements and enhance service quality.
• Comfortable working in a fast-paced, 24/7 support environment with shifting priorities.

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.