Engineering Services Specialist
L3Harris Technologies
full-time
Posted on:
Location Type: Office
Location: Herndon • Virginia • United States
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About the role
- Lead a small service desk call center supporting a U.S. Department of Defense program
- Provide technical support for web-based and client-based applications, SATCOM communications devices, and related services
- Troubleshoot core service components, access issues, configurations, and operational use cases
- Monitor system and support performance through data analytics and reporting
- Track and document government technical support inquiries, service interruptions, and maintenance activities
- Maintain comprehensive records of all maintenance, repairs, downtime, changes, and system updates
- Facilitate smooth transitions from IRAD to product release for provisioning, field upgrades, software tools, and repairs
- Serve as the primary support contact for program partners, building and maintaining trusted relationships
- Provide high level summary and detailed account of problem description and troubleshooting steps
- Enter validated issues and failures into JIRA
- Attend program meetings as requested
- Provide service desk and performance reporting on a weekly and monthly basis
- Oversee and administer service desk application to ensure prioritization of aging tickets
- Provide minor service desk application customizations
- Maintain and create new service email accounts as needed for call center/service desk support
- Contribute to monthly and annual program deliverables including reports and support plans
- Maintain security posture to protect customer data and restrict access
- Create and maintain troubleshooting steps, standard response/solutions, and desktop procedures for internal support team
Requirements
- Bachelor’s Degree and minimum 4 years of prior relevant experience
- CompTIA Security+ or comparable IA security training and certification completion within the past year
- Active DoD Secret clearance
- 2+ years of recent prior experience using or supporting SATCOM devices and services in either commercial or DoD capacity
- 2+ years of experience as a privileged user or administrator of service desk or issue tracking software application
- Data analytics and reporting using MS Excel (advanced user)
- Experience with Atlassian toolset JIRA desired
- Understanding of Iridium Satellite services Short Burst Data (SBD) or Distributed Tactical Communications System (DTCS), use cases and operational concepts
- Running and modifying MySQL queries and Python scripts
- Windows OS and browser certificate stores; troubleshooting certificate issues with SSL/TLS
- SharePoint site administrator experience
- Proficient with Microsoft products, including Excel, Word, Visio, Power Point
- Assertive with good oral and written communication skills
- Able to work independently and adjust to changing priorities
Benefits
- Health insurance
- Retirement plans
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
data analyticsreportingtroubleshootingMySQLPythonservice desk administrationSATCOM supportSSL/TLSMicrosoft ExcelMicrosoft Word
Soft Skills
communicationrelationship buildingindependenceadaptabilityassertiveness
Certifications
CompTIA Security+DoD Secret clearance