Mission-Critical IT Support Technician (TS/SCI)

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 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.