Help Desk Technician - Tier 1

Sci Tec, a Firefly Aerospace company, is a dynamic non-traditional defense contractor that delivers advanced technologies in support of U.S. National Security and Defense. For the past forty-five plus years, we have supported Department of Defense customers by developing innovative remote sensing algorithms, tools, and techniques to deliver world-class data exploitation capabilities supporting missile defense; intelligence, surveillance, & reconnaissance; space domain awareness;

and aircraft survivability missions.

Sci Tec exclusively works on U.S. government contracts that require U.S. citizenship for all employees. Sci Tec cannot sponsor or assume sponsorship of employee work visas of any type. Further, U.S. citizenship is a requirement to obtain and keep a security clearance. Applicants that do not meet these requirements will not be considered. Applicants will need to obtain and maintain a DoD security clearance.

Sci Tec has immediate openings for this role and is looking to hire as soon as possible. Candidates should be willing to remain in this position for 24 months before being considered for opportunities in more specialized IT roles.

An Information Technology (IT) Tier 1 Technician is a technology professional with an aptitude to develop and apply a broad range of knowledge and skills in many areas of IT, but without a specific specialty.

• Manage assigned support tickets in Jira Service Management (JSM), prioritize requests, and keep users informed through resolution.
• Deploy and maintain end-user hardware and software, evaluate new equipment and applications, verify compatibility, and maintain accurate inventory records.
• Guide users on IT procedures and the effective use of company technology.
• Diagnose technical issues, document troubleshooting steps, and elevate issues that require additional expertise or access.
• Maintain support documentation and contribute solutions to the IT knowledge base.
• Apply established security standards and procedures, monitor security certificates, help prevent data loss, and assist with scheduled maintenance.
• Coordinate with the broader IT team, report project progress, and identify and help resolve project issues.
• Perform other duties as assigned.

• Image a workstation, install required applications, and set up the user’s desk equipment.
• Reset a password or investigate a login failure or application access issue.
• Troubleshoot a slow computer, a hardware fault, or a printer that is not responding.
• Investigate DNS and network connectivity issues and gather diagnostic information for escalation when needed.
• Create or update email distribution lists and verify requested membership changes.
• Install software updates, check that applications work correctly, and update equipment records when devices are deployed or moved.

• Proficient in Linux command line.
• Good understanding of computer systems, operating systems (Windows 10 & 11, RHEL), software, and devices.
• Ability to communicate effectively with customers, both verbally and in writing.
• Patient and friendly, with a commitment to providing excellent customer service.
• Ability to diagnose and resolve basic computer technical issues, with the ability to break down technological processes and provide clear, step-by-step instructions.
• Ability to read and interpret code.
• Versatile, flexible, and willing to work in a dynamic environment with rapidly changing priorities.
• Team oriented; willing to help others and take on tasks in the spirit of collaboration.
• Proficient with independently researching and troubleshooting issues.
• Ability to obtain and maintain a DoD security clearance.
• Detail oriented.

• An Associates or Bachelors degree in Information Technology, Network Engineering, Computer Engineering, other relevant technical field, or equivalent experience.
• Experience with Active Directory.
• Familiarity with cloud computing and network administration (e.g., Azure, AWS, firewalls, VPN, DNS).
• Experience with RHEL Linux.
• CompTIA certifications (A+, Linux+, Security+, Network+).

• Ability to work (standing or sitting) at a computer for long periods of time.
• Ability to kneel and crawl when necessary to set up workstations and server racks (e.g., plugging wires into walls).
• Ability to lift and handle desktops, laptops, printers, and accessories to deploy or service equipment, up to 50 lbs.