Service Desk Technician

Service Desk Technician Job ID: 2026-5107 Location: US-VA-McLean Category: Customer Service/Support Worker Category: Regular Full-Time[F] 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. What We’re Looking For 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. What You’ll Do 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 What You’ll Need to Succeed 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 completing them on time with mostly no errors An eagerness to develop professionally, continuously learn, and share knowledge with others Things That Would be Great if You Brought to the Table Technical skills to understand incidents typical of a networked, international aircraft surveillance system‑of‑systems, and the underlying problems causing them Professional certifications such as ITIL foundation, Network+, AZURE, CompTIA or CCNA Experience with aviation, safety, and security Air traffic control, flight operation, safety training and related aviation experience Any foreign language experience We’ll also need you to Be able to work 12 hour shifts rotating every eight weeks, with additional on‑call duty as required. Each team will work either 4 or 5 days in a row, followed by 4‑5 days off and work 8‑week rotations (8 weeks on days, then rotates to 8 weeks on nights) Work Environment This position primarily works in an office setting and is largely sedentary with the majority of the position working with a computer. The role typically requires the use of basic office equipment such as a phone, video, computer, keyboard, mouse, and printer. We believe in‑person connection drives innovation, strengthens mentorship, and builds culture, while flexibility enables employees to do their best work. Under Iridium’s Hybrid Work Policy, employees are expected to work at least four days per week (approximately 80%) in an Iridium office to support collaboration, relationship‑building, and professional growth. Additional Information This job description outlines the general nature and level of work for this role and is not a comprehensive list of duties, responsibilities, or qualifications. Employees may be assigned additional responsibilities as needed. Base Pay Range: $60,000 - $80,000 USD Actual compensation will be determined based on a variety of factors and this range represents an estimate of compensation at the time of posting. Base salary is only one part of our compensation package for this role. You may also be eligible for company stock and annual bonus. Employee benefits also include medical, dental, and vision insurance coverage; 401(k) retirement plan options; paid time off and paid holidays; paid parental leave; and other discounts and perks. Iridium is an Equal Opportunity Employer, including individuals with disabilities and protected veterans. #J-18808-Ljbffr