Support Technician Tier 1

Overview

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 escalate 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.

• Work/Life Balance:
  Northstrat values true work-life balance with benefits designed to support wellness, healthy living, retirement investment, and lifelong learning.
• Pay Range:
  The final salary is influenced by factors including location, contract specifics, experience, skills, education, and certifications;
  Northstrat offers competitive compensation and benefits.
• Flex Time:
  Northstrat does not mandate specific working hours; project requirements may dictate schedules, with a flexible time approach.
• Individual Benefits Account (IBA): A flexible benefits package allowing employees to select a coverage mix that best fits their needs.
• Profit Sharing Plan (PSP): A quarterly retirement contribution through the IBA, up to IRS limits.
• Stock Options:
  As an employee-owned company, stock options are offered to new employees with potential for additional options based on performance.
• Lifelong Learning:
  Company-sponsored training and IBA-enabled reimbursement for work-related education expenses.
• Join Our Talented Team:
  Northstrat has been recognized among The Washington Post Top Workplaces since 2021; employee referral incentives are offered.
• Equal Opportunity
  
  Employer:
  
  Northstrat is committed to an inclusive, diverse workplace; all qualified applicants will be considered for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, disability, veteran status, or other legally protected status.

Note:

This description focuses on the role and its requirements and does not include non-essential postings or market data.