MTSI
Dayton, Ohio
Customer Support Technician
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Apply to Customer Support Technician at MTSIJob details
- Location
- Dayton, Ohio
- Work type
- Onsite
- Clearance
- Top Secret
- Posted
- 3 weeks ago
- Apply on
- talent.mtsi-va.com
About this role
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.
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