Help Desk Specialist

• 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.

• 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.

• 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.

• 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

• Bachelor's degree with 10 years' related experience; master's degree preferred.

• Must have an Active Top-Secret Clearance with SCI Eligibility
• 2 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.

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  Interesting Work:
  
  
  
  Our co-workers support some of the most important and critical programs to our national defense and security.
  
  
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  Values:
  
  
  
  Our first core value is that employees come first. We challenge our co-workers to provide the highest level of support and service, and reward them with some of the best benefits in the industry.
  
  
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  100% Employee Owned:
  
  
  
  We have a stake in each other's success, and the success of our customers. It's also nice to know what's going on across the company; we have company wide town-hall meetings three times a year.
  
  
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  Great Benefits - Most Full-Time Staff Are Eligible for:
  
  
  




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  Starting PTO accrual of 20 days PTO/year + 10 holidays/year
  
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  Flexible schedules
  
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  6% 401k match with immediate vesting up to $9k annually
  
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  Semi-annual bonus eligibility (July and December)
  
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  Company funded Employee Stock Ownership Plan (ESOP) - a separate qualified retirement account
  
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  Up to $10,000 in annual educational reimbursement
  
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  Other company funded benefits, like life and disability insurance
  
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  Optional zero deductible Blue Cross/Blue Shield health insurance plan
  




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  Track Record of Success:
  
  
  
  We have grown every year since our founding in 1993.
  
  

Modern Technology Solutions, Inc. (MTSI) is a 100% employee-owned engineering services and solutions company that provides high-demand technical expertise in Digital Transformation, Modeling and Simulation, Rapid Capability Development, Test and Evaluation, Artificial Intelligence, Autonomy, Cybersecurity and Mission Assurance

MTSI delivers capabilities to solve problems of global importance. Founded in 1993, MTSI today has employees at over 20 offices and field sites worldwide.

For more information about MTSI, please visit www.mtsi-va.com