Senior SATCOM Help Desk Specialist

Bering Straits Native Corporation; Aberdeen (MD); On-site; USD 120,000 - 140,000; Full time

Job summary

Bering Straits Native Corporation is seeking a SATCOM Help Desk SME to deliver expert Tier I and II support for SATCOM operations. The role emphasizes customer service excellence, accurate troubleshooting of GC connectivity, and strong documentation practices.

The incumbent will mentor junior staff, coordinate RMAs, and ensure adherence to DoD IT standards in a fast-paced environment. Experience in military settings and familiarity with Remedy/ServiceNow ticketing is preferred.

Qualifications

• High school diploma or GED required.
• Minimum 4 years IT customer support experience.
• Minimum 2 years in a military environment.
• Strong customer service and professionalism.
• Basic troubleshooting for GC connectivity.
• Knowledge of network fundamentals and troubleshooting.
• Strong documentation skills (SOPs, tickets, reports).
• Excellent communication and interpersonal skills.
• Ability to handle RMAs and shipping coordination.

Responsibilities

• Serve as the primary technical expert for SATCOM Help Desk operations (Tier I & II).
• Provide timely, professional responses to user inquiries.
• Troubleshoot GC connectivity and workstation issues.
• Perform basic network troubleshooting (routing, switching, firewall, connectivity).
• Create, edit and maintain SOPs and guides.
• Supervise help desk personnel supporting the SMC and ensure adherence to procedures.
• Oversee ticket lifecycle (creation, escalation, closure).
• Provide Tier I and Tier II support as needed.
• Coordinate shipment, RMA processing, and tracking of procured items.
• Maintain logs, reports, and metrics on tickets and customer satisfaction.
• Coordinate troubleshooting updates with users, program managers, and engineering teams.
• Ensure compliance with DoD IT standards and policies.
• Mentor junior staff to ensure consistent performance.
• Suggest process improvements to reduce ticket volume.

Skills

SATCOM basics

GC connectivity troubleshooting

Customer service

Documentation

Ticketing systems (Remedy/ServiceNow)

DoD IT standards

Mentoring staff

Logistics/RMA knowledge

Education

High school diploma or GED

Tools

Remedy

ServiceNow

ITSM

Job description

Bering Straits Native Corporation is seeking a SATCOM Help Desk SME to deliver expert Tier I and II support for SATCOM operations. The role emphasizes customer service excellence, accurate troubleshooting of GC connectivity, and strong documentation practices.

The incumbent will mentor junior staff, coordinate RMAs, and ensure adherence to DoD IT standards in a fast-paced environment. Experience in military settings and familiarity with Remedy/ServiceNow ticketing is preferred.