Customer Support Technician

Modern Technology Solutions, Inc. (MTSI); Dayton (OH); On-site; USD 70,000 - 90,000; Full time

Job summary

MTSI in Dayton is seeking a Customer Support Technician to provide Tier I/II help desk support for Windows workstations, printers, and enterprise software within a secure mission environment. You will troubleshoot hardware, software, networks, and manage user accounts in a time-sensitive setting.

You will document tickets, assist with deployments, ensure security requirements, patching, and system hardening, and collaborate with engineers and end users to resolve issues efficiently.

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 (Jira, ServiceNow, Remedy).
• Strong communication and customer service skills; ability to explain technical concepts to non-technical users.

Responsibilities

• Serve as the first point of contact for all help desk inquiries, providing Tier I 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.

Skills

Customer service

Troubleshooting

Communication

On-site support

Tools

Jira

ServiceNow

Remedy

Job description

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 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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