Customer Support Technician

Modern Technology Solutions, Inc.; Dayton (OH); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

20 days PTO/year

Flexible schedules

6% 401k match with immediate vesting

Semi-annual bonus eligibility

ESOP - employee stock ownership plan

Up to $10,000 in annual educational Re

Job summary

Modern Technology Solutions, Inc. seeks a Customer Support Technician to provide technical assistance for Air Force systems and enterprise IT operations.

The role emphasizes customer focus, proactive troubleshooting, and collaboration with engineers, program managers, and end users across a complex technical landscape. The position requires strong communication, timely problem resolution, and the ability to work with cybersecurity personnel to ensure security compliance during system rollouts

Qualifications

• Active Top Secret Clearance. TS/SCI preferred.
• 5+ years of help desk or IT support experience (Tier I/II).
• Strong troubleshooting across Windows, 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.

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.

Skills

Customer support

Troubleshooting

Windows

Security clearance

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-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.

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 (July and December)
• Company funded Employee Stock Ownership Plan (ESOP) - a separate qualified retirement account
• Up to $10,000 in annual educational reimbursement
• Other company funded benefits, like life and disability insurance
• Optional zero deductible Blue Cross/Blue Shield health insurance plan

Track Record of Success

We have grown every year since our founding in 1993.

Modern Technology Solutions, Inc. (MTSI) is a 100% employee-owned engineering services and solutions company that provides high-demand technical expertise in Digital Transformation, Modeling and Simulation, Rapid Capability Development, Test and Evaluation, Artificial Intelligence, Autonomy, Cybersecurity and Mission Assurance

MTSI delivers capabilities to solve problems of global importance. Founded in 1993, MTSI today has employees at over 20 offices and field sites worldwide.

For more information about MTSI, please visit www.mtsi-va.com

#LI-MS1 #MTSI #skyline

MTSI embraces nine core values including our first core value of Employees come first. Consistent with our Core Values, we are committed to Equal Opportunity, making decisions without regard to race, color, religion, sex, national origin, age, military/veteran status, disability, or any other characteristics protected by applicable law. MTSI is committed to Equal Employment Opportunity and providing reasonable accommodations to applicants and employees with physical and/or mental disabilities.