Support Technician Tier 1

Northstrat is seeking a Tier 1 technical support operator to assist customers using space based broadband communication services. As an SNOC operator you will directly interface with government customers, triage and resolve technical and administrative issues, and escape unresolved issues.

This role is critical to ensuring a seamless customer experience and mission assurance across classified and unclassified communications environments. You will work with cross-functional engineering and business support teams while Service Now for ticketing and accessing the knowledge base.

• Authenticate users and confirm credentials in accordance with access control policies.

• Triage incoming support cases, collect necessary context, and determine appropriate resolution paths.

• Manage inbound service desk communications across chat, phone, and ticketing channels.

• Create and maintain a complete record of all customer interactions in the SNOC system of record.

• Tailor and refine the Service Now interface to support mission-specific workflows and templates.
  • Escalate service interruptions or complex technical issues to Tier 2 engineering teams as needed.

• Deliver technical support for fielded systems, including end-user devices and network endpoints

• Provide support for administrative issues spanning account management, order management, reverse logistics, billing, and contracting.

• Maintain awareness of customer satisfaction metrics and participate in continuous service improvement efforts.

• You must be a U.S. citizen with active Secret clearance

• At least 2+ years of experience in technical support, IT service desk, or network operations

• Strong verbal and written communication skills
  • 100% onsite 24/7 operations

• Proficient with Service Now for case management

• Top Secret clearance; SCI eligible

• Experience supporting government customers or working in a secure operations center

• Understanding of broadband communications systems or satellite networks
  • Demonstrated ability to follow SOPs and adapt playbooks for evolving mission needs

• Experience monitoring technical system health metrics and interpreting dashboards

Northstrat values true work life balance. We offer power of choice benefits designed to best meet the needs of you and your lifestyle. Our benefits programs are designed to support and encourage wellness, healthy living, retirement investment, and lifetime learning.

There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications.

Wealsooffer competitive compensation, benefits,and professional development opportunities.

Please refer to our Benefits section for additional details.

Northstrat does not mandate specific working hours. Although project requirements may dictate schedules, a Northstrat employee is only required to work an average of 8 hours per weekday over the course of a month. For example:
John worked 12 hours on June 1st to meet a project deadline. On June 15th, John only worked 4 hours because he left early for a long weekend. John’s IBA was not debited for time off because flex time allowed him to carry over those 4 hours from June 1st.

To attract and retain the highest quality staff, Northstrat provides a unique and versatile benefits package, the Individual Benefit Account (IBA), which places the power of choice in the hands of our greatest asset – the employee.

The purpose of the IBA is to provide attractive benefits to all full-time employees of Northstrat on a flexible basis that enables each covered employee to select a package that best suits his or her needs. Whether those needs are paid time off, medical expenses, prescription drug expenses, cash disbursement, or a combination of any of these, the IBA provides flexibility to help you meet your specific goals.

The IBA can be used for such things as:

IBA Benefits accrue each month in the amount equivalent to 50% of the employee’s monthly…