FMV Help Desk Specialist

Sigma Defense is seeking a FMV Help Desk Specialist to join our team in San Diego, CA. This position will serve as a primary point of contact for users experiencing issues accessing, viewing, or utilizing FMV capabilities. The specialist will assist users, troubleshoot common application and video-related problems, document and track incidents, and coordinate with technical teams when issues require additional investigation.

The ideal candidate combines strong customer-service and troubleshooting skills with familiarity with FMV, video applications, networking concepts, and technical support environments. This role is particularly well suited for someone who enjoys solving problems, working directly with users, and learning the technical and operational aspects of the systems they support.

Equal Opportunity Employer/Veterans/Disabled:
Sigma Defense Systems is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Requirements

• 1-4 years of experience.
• Professional experience in a help desk, service desk, application support, technical support, operations center, or similar user-support environment.
• Strong customer-service and communication skills.
• Strong troubleshooting and analytical skills.
• Ability to methodically gather information and isolate technical problems.
• Experience supporting software applications or web-based systems.
• General understanding of computer systems and network-connected applications.
• Basic understanding of TCP/IP networking and network connectivity concepts.
• Experience supporting Windows and/or Linux-based applications or systems.
• Ability to interpret application errors, system messages, logs, alerts, and other basic diagnostic information.
• Ability to clearly document incidents, troubleshooting activities, and resolutions.
• Ability to communicate technical information to users with varying levels of technical experience.
• Ability to recognize when an issue requires escalation and provide technical personnel with useful troubleshooting information.
• Ability and willingness to learn unfamiliar applications, technologies, and operational workflows.
• Must be a U.S. citizen.

Candidate Differentiators:

• Previous experience supporting Full Motion Video (FMV) systems or applications.
• Experience supporting Intelligence, Surveillance, and Reconnaissance (ISR) systems or related mission applications.
• Familiarity with FMV exploitation, viewing, dissemination, or operational workflows.
• Experience troubleshooting live video, streaming media, or real-time data applications.
• General understanding of video-streaming concepts such as latency, bandwidth, bitrate, codecs, and stream quality.
• Experience supporting applications within a Department of Defense (DoD) or Intelligence Community (IC) environment.
• Experience supporting mission users in an operational environment.
• Experience working with incident-management or help desk ticketing systems.
  
  Experience supporting systems with defined Service Level Agreements (SLAs) or operational availability requirements.
• Familiarity with cloud-hosted applications and services.
• Familiarity with basic Linux command-line tools.
• Experience creating user documentation, troubleshooting guides, or knowledge-base articles.
• Experience performing application testing or supporting software releases.

Mandatory

Certifications:

• CompTIA Security+.

Personnel Clearance Level:

• Candidate must possess or have the ability to obtain an active Secret security clearance or higher.
• Clearance may be sponsored for the right candidate.

Education Requirements:

• Associate's degree…