Nexagen Networks is a trusted partner to the Department of Defense (DoD) and other federal agencies, including the Army, Air Force, Marine Corps, Navy, and DHS. With more than 20 years of industry expertise, we deliver exceptional lifecycle professional services spanning Research and Development, Cloud Engineering, Digital Modernization, Systems and Software Engineering, DevSecOps, ITSM, Cybersecurity, Satellite Communication (SATCOM), RMF-FedRAMP, Logistics, Training, Exercises, COMSEC, and IT/Networking.

We seek a highly organized and proactive Service Desk Support Specialist - Intermediate, As a Service Desk Support Service Specialist you ll join a high-performing team dedicated to excellence, innovation, and mission-critical support. At Nexagen, you will drive technological advancements and help secure our nation s future. With outstanding benefits and unparalleled growth prospects, you ll thrive in our collaborative and innovative environment.

Position Responsibilities:

• 24/7 SATCOM Monitoring & Support: Ensure continuous, round-the-clock support for satellite communication networks, monitoring system health and addressing issues as they arise.
• Incident Management & Ticket Resolution: Efficiently log, track, and resolve technical inquiries using HEAT ticketing (Ivanti IT Service Management) to maintain high service levels.
• Multi-Channel Service Support: Handle inbound calls and emails, providing timely responses and troubleshooting support specific to SATCOM platforms.
• Advanced Platform Support: Deliver specialized technical assistance, detailed troubleshooting, and optimization for advanced SATCOM systems.
• Proactive Issue Identification: Monitor system performance to preemptively identify potential failures or disruptions in SATCOM infrastructure.
• Continuous Process Improvement: Collaborate with cross-functional teams to refine support processes, ensuring sustained excellence in SATCOM support and ticket management.

Qualifications:

• BA or BS degree + 5 years of experience or AA degree with 7 years of experience or 7 years of IT and/or Military experience
• 5-years experience with satellite communication systems and network infrastructure.
• Security+ Certification
• Strong understanding of SATCOM systems, network infrastructure, and troubleshooting methodologies.
• Familiarity with HEAT (Ivanti IT Service Management) or similar ticketing systems for incident tracking and resolution.
• Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.
• Experience working with cross-functional teams to drive process improvements and enhance service quality.
• Comfortable working in a fast-paced, 24/7 support environment with shifting priorities.

Company Benefits:

At Nexagen, we believe in taking care of our team from day one! Enjoy comprehensive benefits including health, dental, and vision insurance, generous paid time off, a matching 401k, and various support programs. We also offer professional development opportunities and additional perks to ensure you personally and professionally thrive. Join us and experience the difference with benefits that start on your first day!

Our Culture:

Join our dynamic team and thrive in a culture that champions flexibility, professional growth, and work-life balance. At Nexagen, we support your continuous learning with comprehensive training and educational reimbursement. We celebrate your achievements and focus on delivering exceptional value to our customers. Be part of a supportive environment where your contributions directly impact our customers success and propel your career forward.

The application period for the job is estimated to be 20 days from the job posting date. However, this timeline may be shortened or extended depending on business needs and the availability of qualified candidates.

Nexagen Networks, Inc. is an Equal Opportunity Employer. All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Nexagen Networks is a trusted partner to the Department of Defense (DoD) and other federal agencies, including the Army, Air Force, Marine Corps, Navy, and DHS. With more than 20 years of industry expertise, we deliver exceptional lifecycle professional services spanning Research and Development, Cloud Engineering, Digital Modernization, Systems and Software Engineering, DevSecOps, ITSM, Cybersecurity, Satellite Communication (SATCOM), RMF-FedRAMP, Logistics, Training, Exercises, COMSEC, and IT/Networking.

We seek a highly organized and proactive Service Desk Support Specialist - Intermediate, As a Service Desk Support Service Specialist you ll join a high-performing team dedicated to excellence, innovation, and mission-critical support. At Nexagen, you will drive technological advancements and help secure our nation s future. With outstanding benefits and unparalleled growth prospects, you ll thrive in our collaborative and innovative environment.

Position Responsibilities:

• 24/7 SATCOM Monitoring & Support: Ensure continuous, round-the-clock support for satellite communication networks, monitoring system health and addressing issues as they arise.
• Incident Management & Ticket Resolution: Efficiently log, track, and resolve technical inquiries using HEAT ticketing (Ivanti IT Service Management) to maintain high service levels.
• Multi-Channel Service Support: Handle inbound calls and emails, providing timely responses and troubleshooting support specific to SATCOM platforms.
• Advanced Platform Support: Deliver specialized technical assistance, detailed troubleshooting, and optimization for advanced SATCOM systems.
• Proactive Issue Identification: Monitor system performance to preemptively identify potential failures or disruptions in SATCOM infrastructure.
• Continuous Process Improvement: Collaborate with cross-functional teams to refine support processes, ensuring sustained excellence in SATCOM support and ticket management.

Qualifications:

• BA or BS degree + 5 years of experience or AA degree with 7 years of experience or 7 years of IT and/or Military experience
• 5-years experience with satellite communication systems and network infrastructure.
• Security+ Certification
• Strong understanding of SATCOM systems, network infrastructure, and troubleshooting methodologies.
• Familiarity with HEAT (Ivanti IT Service Management) or similar ticketing systems for incident tracking and resolution.
• Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.
• Experience working with cross-functional teams to drive process improvements and enhance service quality.
• Comfortable working in a fast-paced, 24/7 support environment with shifting priorities.

Company Benefits:

At Nexagen, we believe in taking care of our team from day one! Enjoy comprehensive benefits including health, dental, and vision insurance, generous paid time off, a matching 401k, and various support programs. We also offer professional development opportunities and additional perks to ensure you personally and professionally thrive. Join us and experience the difference with benefits that start on your first day!

Our Culture:

Join our dynamic team and thrive in a culture that champions flexibility, professional growth, and work-life balance. At Nexagen, we support your continuous learning with comprehensive training and educational reimbursement. We celebrate your achievements and focus on delivering exceptional value to our customers. Be part of a supportive environment where your contributions directly impact our customers success and propel your career forward.

The application period for the job is estimated to be 20 days from the job posting date. However, this timeline may be shortened or extended depending on business needs and the availability of qualified candidates.

Nexagen Networks, Inc. is an Equal Opportunity Employer. All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.