Technical Support Desk Technician

Job description

Link Solutions is seeking a Technical Support Desk Technician (COMSEC Tier 2) to join our team in Sierra Vista, Arizona. U.S. Citizen with an active DoW Secret Clearance Non-remote (relocation incentive available) The Technical Support Technician provides critical frontline support to Army COMSEC users, troubleshooting specialized cryptographic equipment, software, keys, and operational issues. This role supports the Army’s Communications Security Operations Center (CSOC), ensuring secure, reliable, and compliant COMSEC operations. Technicians will analyze issues, guide customers through resolutions, escalate complex problems, and support testing and deployment of new COMSEC technologies. This position is ideal for technically strong, customer‑focused professionals who thrive in a fast‑paced, mission‑critical environment and enjoy solving complex technical issues that directly support communications security. This is an opportunity to join a team of dedicated professionals at a leading organization, working on innovative projects that directly support national security. The role offers career advancement and professional development while contributing to critical missions and operations. 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. Assist 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. Maintain proficiency in COMSEC technologies, Army regulations, and security policies. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. U.S. Citizen with an active DoW Secret Clearance 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. Ability to analyze system performance, identify security issues, and support PKI lifecycle management using monitoring and assessment tools. 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: IAT Level II Certification equivalent or higher per DoD 8570/DoD 8140 (CompTIA Security+ CE, CCNA Security, GICSP, GSEC, SSCP, etc.). 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. 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. Link Solutions, Inc. delivers reliable and effective Information Technology services to government clients in support of critical mission needs. Delivering a broad range of Infrastructure Operations, Application Development, Cybersecurity, Virtualization, Cloud and Mobility services. If you’re looking for a technology company that values innovation, with a vision toward the future of the technology landscape, look no further than Link Solutions! Link is quality and compliance-focused, under our guiding philosophy, “Mission First, Customer Always". We are certified in ISO 9001:2015, ISO 20000-1:2018, and ISO 27001:2022; CMMC Level 2 certified; and appraised at CMMI Maturity Level 3 for Services and Development.