Customer Support Technician

MTSI is seeking a highly motivated Customer Support Technician to provide technical support within a fast-paced, mission-focused environment supporting advanced Air Force systems and enterprise IT operations. The ideal candidate is customer-oriented, proactive, and experienced in troubleshooting hardware, software, networks, and secure mission systems. This role requires strong communication skills, a commitment to timely problem resolution, and the ability to work closely with engineers, program managers, and end users across a complex technical landscape. Responsibilities - Serve as the first point of contact for all help desk inquiries, providing Tier I-II technical support for end users. - Diagnose and resolve issues related to workstations, laptops, printers, peripherals, and enterprise software applications. - Support account provisioning, permissions, and access requests across secure and non-secure networks. - Troubleshoot connectivity, VPN, and network-related issues, escalating when necessary to higher-tier teams. - Maintain accurate records of service tickets, issues, and resolutions using established ticketing systems. - Assist users with hardware/software installations, updates, and configuration tasks. - Coordinate with cybersecurity personnel to ensure compliance with security requirements, patching, and system hardening. - Support system rollouts, hardware refresh cycles, and continuous improvement initiatives. - Provide outstanding customer service and maintain a professional, user-focused approach in all interactions. - Assist with documentation, knowledge base articles, and process updates to improve support workflows. Required Qualifications - Active Top Secret Clearance. TS/SCI preferred. - 5+ years of experience in help desk or IT support roles (Tier I or II). - Strong troubleshooting skills across Windows operating systems, hardware, and software applications. - Experience with secure networks, account administration, and access request workflows. - Familiarity with ticketing and IT service management systems (e.g., Jira, ServiceNow, Remedy). - Strong communication and customer service skills; ability to explain technical concepts to non-technical users. - Ability to work onsite and support time-sensitive mission requirements. Preferred Qualifications - CompTIA A+, Network+, Security+, or similar certifications. - Experience supporting DoD, Air Force, or other classified environments. - Knowledge of endpoint security tools, patch management, and compliance frameworks. - Familiarity with enterprise collaboration tools and configuration (Teams, Outlook, SharePoint). - Experience supporting engineering or software development environments. #LI-MS1 #MTSI #skyline Interesting Work: Our co-workers support some of the most important and critical programs to our national defense and security. 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. 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. Great Benefits - Most Full-Time Staff Are Eligible for: Starting PTO accrual of 20 days PTO/year + 10 holidays/year Flexible schedules 6% 401k match with immediate vesting up to $9k annually Semi-annual bonus eligibility