Service Desk Technician

Company Overview

Iridium is an award-winning satellite communications company operating the world's only truly global voice and data network, delivering reliable connectivity anywhere on Earth. For more than 20 years, Iridium has powered mission-critical communications for governments, businesses, aviation, maritime, and the rapidly expanding Internet of Things.

Now part of Iridium, Aireon is the world’s only space-based air traffic surveillance system, providing real-time visibility of aircraft over oceans, the poles, and remote regions. Together, Iridium and Aireon are helping build a safer, more connected, and more efficient future for global aviation.

Join our team and help shape how the world stays connected. We foster a collaborative, inclusive culture where employees are empowered to innovate, grow professionally, and make a meaningful impact.

The Service Desk Technician supports Aireon’s global aircraft surveillance network by performing routine monitoring, following documented operational procedures, and assisting with basic incident triage in a 24/7 environment. This entry-level role focuses on executing defined tasks, logging operational activity, and escalating issues according to established guidelines. As the Specialist gains experience, they build competency in monitoring tools, troubleshooting steps, and operational processes to support the performance and reliability of Aireon’s surveillance services.

Aireon is certified to provide surveillance as a service to global customers in a safety-critical industry. Service Desk Technicians are an essential part of this service and are required to reach and maintain an acceptable standard of competency. Aireon will provide initial and ongoing training to support competency standards. This is measured through assessment that is renewable annually.

• Monitor network devices, system status, and performance metrics using established dashboards and tools
• Follow defined procedures to log routine operational activity and system events for Aireon’s aircraft surveillance network
• Assist with documenting maintenance activity and incident details under guidance from more experienced team members
• Monitor alerts for system, network, and performance issues, escalating according to documented procedures
• Follow structured plans, checklists, and processes to support daily operational tasks
• Record activity related to scheduled tasks, routine monitoring, and unexpected events
• Perform initial incident triage and basic troubleshooting, escalating issues that fall outside Tier 1 scope
• Support outage mitigation by gathering information, performing preliminary checks, and handing off to senior technicians or engineers
• Use approved software tools to update logs, communication templates, and system records
• Resolve clearly defined Tier 1 service requests and support tickets, escalating unfamiliar or complex issues

• Bachelor’s or Associates degree and/or 2+ years of recent experience in Command Center Operations, Network Operations, Technical Support, Event/Fault Monitoring and/or Incident Management for complex server and networking systems
• Strong communication skills, with the ability to communicate key messages and ideas clearly and effectively
• Can cultivate meaningful relationships with your manager and members of your team, while being open and responsive to constructive feedback as they guide and mentor you
• The ability to think outside the box to help solve problems, with the humility to ask for help when needed
• Adaptability to a dynamic environment and the readiness to take on any new tasks that are handed to you
• A motivation to achieve outcomes and results
• Capable of handling multiple tasks at once and…