Modern Technology Solutions, Inc. (MTSI)
Los Angeles or El Segundo
Service Desk Administrator
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Apply to Service Desk Administrator at Modern Technology Solutions, Inc. (MTSI)Job details
- Location
- Los Angeles or El Segundo
- Work type
- Onsite
- Clearance
- Top Secret/SCI
- Posted
- 4 days ago
- Apply on
- mtsi-va.eightfold.ai
About this role
MTSI is currently seeking to hire a Service Desk Administrator to join the team in El Segundo, CA.
Position Overview:
Golden Dome is a national-level, whole-of-nation initiative in which you will play a critical role in advancing next-generation homeland defense capabilities. If you are seeking a fast-paced position focused on developing innovative software for the Space-Based Interceptor mission, this opportunity is designed for you.
The ideal candidate will serve as the first point of contact for resolving hardware, software, network, and mission-critical systems issues, ensuring seamless operational support for this dynamic defense initiative. This position requires strong communication skills, technical proficiency, and a commitment to delivering excellent customer service while supporting the program's strategic objectives.
Key Responsibilities:
Technical Support:
- 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.
System Administration:
- 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.
Customer Service:
- 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.
Collaboration:
- 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
Education and Experience:
- Bachelor’s degree with 5 years’ related experience; master’s degree preferred.
Required Security Clearance:
- 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.
Required Skills:
- Knowledge of TCP/IP, DNS, DHCP, VPN, and basic switch/router concepts to diagnose connectivity issues across secure networks.
- Experience with platforms like ServiceNow, Remedy, or Jira for incident, problem, and change management workflows—critical in controlled defense environments.
- Understanding of antivirus/EDR tools, patch management, and compliance monitoring aligned with security standards such as NIST or organization‑specific policies.
- Ability to troubleshoot and maintain desktops, laptops, printers, classified/unclassified systems, and specialized equipment used in secure facilities.
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