Tier 1 Technical Support Specialist

Datapath, Inc.; Fort Carson (CO); On-site; USD 65,000 - 90,000; Full time

Job summary

Datapath, Inc. is seeking a Tier 1 Technical Support Specialist to serve as the service desk’s single point of contact for deployable SATCOM programs. You will troubleshoot, resolve incidents, and manage lifecycle tasks from open to close while coordinating SARs/SAAs and gateway requests.

You will support SATCOM terminals, tactical radios, baseband networking, encryption systems, and VTC/IP telephony within DoD and civilian networks. A Secret clearance is required.

Qualifications

• Bachelor’s degree (Engineering or IT preferred).
• 4–6 years related military deployable communications experience may substitute per contract.

Responsibilities

• Serve as single point of contact for all service requests, incidents, and disruptions.
• Monitor, track, and resolve trouble tickets through the service desk system.
• Manage RMAs and coordinate spare parts from the warehouse.
• Create and submit SARs/SAAs/GARs/GAAs via SIPRNet/NIPRNet; manage software licenses and renewals.
• Maintain real-time COP for deployed terminal link connectivity.

Skills

Customer service

Troubleshooting

Incident management

Documentation

Communication

Education

Bachelor’s Degree (Engineering or IT preferred)

Tools

ManageEngine ServiceDesk Plus

SIPRNet

NIPRNet

ACAS

Job description

OverviewDataPath, Inc. is a global leader in remote satellite-based communications solutions that solve our customers’ toughest communications challenges in urgent time frames and under extreme conditions. We specialize in enabling complex communication networks that are critical to the operations of the Department of Defense, Civilian Government, and Commercial markets.The Tier 1 Technical Support Specialist operates as the service desk’s single point of contact for a deployable tactical communications program. This role provides day-to-day troubleshooting, incident resolution, and lifecycle management across deployable SATCOM terminals, tactical radios, baseband networking, encryption systems, and unified communications suites.You will monitor and resolve incidents, maintain service requests from open to close, manage trouble tickets and RMAs, coordinate spare parts, and keep users informed on status. You will also support Satellite Access Requests (SARs/SAAs), Gateway Access Requests (GARs/GAAs), and maintain the real-time web-based common operating picture (COP) for deployed terminal link connectivity.Primary ResponsibilitiesService Desk OperationsServe as single point of contact for all communications/IT service requests, incidents, and disruptions.Monitor, track, and resolve trouble tickets through the logistics and asset management system (e.g., ManageEngine ServiceDesk Plus).Manage Return Merchandise Authorizations (RMAs) and coordinate spare parts from the co-located warehouse.Maintain lifecycle management of all service requests; keep users informed on progress, workarounds, and resolution.Process configuration management requests, change requests, maintenance contracts, warranties, and software license renewals.Create and submit SARs, SAAs, GARs, and GAAs via SIPRNet; process ACAS requests via NIPRNet.Conduct real-time monitoring of deployed terminal link connectivity displayed as a web-based COP.SATCOM & RF SystemsTroubleshoot and maintain deployable SATCOM equipment and networks, including:iDirect, Tampa Microwave, StarShield, Lite Coms, and L-3 Technology terminalsRegional Hub Node (RHN) Gateways and DoD Teleport architecturesSupport DoD narrowband SATCOM radios and wideband HF radios/antennas.Maintain and troubleshoot civilian LMR systems, radio bridges, and Radio over IP (RoIP).Support military and civil radio interoperability in frequency, waveform, encryption, and procedures.Maintain RoIP networking connections between military and civil responders.Networking & InfrastructureTroubleshoot deployable routing, switching, and server systems.Support physical and virtual server environments and computer systems.Maintain WAN optimization systems.Support DoD gateway and teleport access for NIPRNet, SIPRNet, Commercial Internet, PSTN, DSN, EVoIP, ECVoIP, VTC, and streaming video.Maintain deployable cellular, Wi-Fi systems, and Cell on Wheels trailers.Encryption & CybersecuritySupport deployable DoD encryption systems including HAIPE Type 1, AES-256, and CSfC.Perform monthly system scans using current DoD mandatory scanning tools.Support cybersecurity compliance in accordance with DoD cyber security guidance and RMF processes.VTC, Voice & VideoMaintain tactical VTC and IP telephony systems (NIPR, SIPR, Commercial Internet).Support streaming video gateway suites and deployable video systems (classified and unclassified).Support voice, data, and video transport across deployable communications packages.andidates are encouraged to apply if familiar with any of the following:SATCOMiDirect satellite modems/routersTampa Microwave tri-band terminalsStarShield, Lite Coms, L-3 Technology terminalsRHN Gateways / DoD TeleportSpaceX P-LEO (Starlink) terminalsSatellite Access Requests (SARs/SAAs/GARs/GAAs)Tactical Radios & InteroperabilityAN/PRC-158 (narrowband satellite radio)AN/PRC-160 (wideband HF radio)Civilian LMR / radio bridging / RoIPANW2 waveformCradlepoint / mobile broadband kits (MBK)NetworkingKLAS ESRII, SW26, VMM routing/switching modulesCisco routers / switches / firewallsWAN optimization (Riverbed or similar)Physical and virtual server environmentsEncryptionHAIPE Type 1 (KG-175 TACLANE or similar)AES-256Commercial Solutions for Classified (CSfC)PlatformsEmergency Response Terminals (ERTs) / Sentinel systemsMobile Command Posts (MCPs) / Emergency Response Vehicles (ERVs)Cell on Wheels / Wi-Fi trailersManageEngine ServiceDesk Plus or similar ITSM platformsQualificationsRequired QualificationsEducationBachelor’s Degree (Engineering or IT preferred)OR4–6 years related military deployable communications experience with advanced commercial certifications may substitute per contract.ExperienceMinimum 3 years’ experience with deployable communications systems.Experience troubleshooting SATCOM terminals, tactical radios, baseband networking, or similar deployed communications equipment.CertificationsCisco Certified Networking Associate (CCNA) preferred.Must be qualified under at least one DoD Cyber Workforce Framework (DCWF) Workforce Element (e.g., IT (Cyberspace), Cybersecurity).ClearanceMust be a U.S. Citizen and hold an active Secret clearance.DataPath is an equal opportunity employer committed to building a diverse global workforce that values teamwork, integrity, innovation, leadership, and an unwavering commitment to our customers.