Tier 1 Support Technician

Responsibilities

• Provide technical support and triage for space-based broadband communication services within a Secure Network Operation Center (SNOC)
• Authenticate users and confirm credentials in accordance with access control policies
• Manage inbound service desk communications across chat, phone, and ticketing channels using ServiceNow
• Triage incoming support cases, collect context, and escalate complex technical issues to Tier 2 engineering teams
• Deliver technical support for fielded systems, including end-user devices, network connections, and cloud services
• Use cloud-based applications to monitor the state of health of key services
• Support administrative issues including account management, order management, and billing

Requirements

• U.S. citizenship with an active or current Secret clearance
• 2+ years of experience in technical support, IT service desk, or network operations
• 1+ years of experience using AWS or equivalent cloud service management applications (e.g., CloudWatch, CloudTrail)
• Strong verbal and written communication skills

Preferred Qualifications

• Proficient with ServiceNow for case management
• Top Secret clearance with SCI eligibility
• Experience supporting government customers or working in a secure operations center
• Understanding of broadband communications systems or satellite networks
• Experience monitoring technical system health metrics and interpreting dashboards

Benefits

• Individual Benefit Account (IBA) providing flexible funds for medical, education, or paid time off
• Profit Sharing Plan (PSP) funded quarterly by the company
• Flexible work hours and a culture that values work-life balance
• Opportunities for lifelong learning and company-sponsored training

About the Company

Northstrat is a mission-driven organization recognized by The Washington Post as one of the "Top Workplaces." We provide critical technical support and engineering services to government customers, fostering an inclusive and growth-oriented environment for our employees.