Mission-Critical IT 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

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