Service Desk Technician Jobs

Service Desk TechnicianThe 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 toolsFollow defined procedures to log routine operational activity and system events for Aireon's aircraft surveillance networkAssist with documenting maintenance activity and incident details under guidance from more experienced team membersMonitor alerts for system, network, and performance issues, escalating according to documented proceduresFollow structured plans, checklists, and processes to support daily operational tasksRecord activity related to scheduled tasks, routine monitoring, and unexpected eventsPerform initial incident triage and basic troubleshooting, escalating issues that fall outside Tier 1 scopeSupport outage mitigation by gathering information, performing preliminary checks, and handing off to senior technicians or engineersUse approved software tools to update logs, communication templates, and system recordsResolve clearly defined Tier 1 service requests and support tickets, escalating unfamiliar or complex issuesWhat 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 systemsStrong communication skills, with the ability to communicate key messages and ideas clearly and effectivelyCan cultivate meaningful relationships with your manager and members of your team, while being open and responsive to constructive feedback as they guide and mentor youThe ability to think outside the box to help solve problems, with the humility to ask for help when neededAdaptability to a dynamic environment and the readiness to take on any new tasks that are handed to youA motivation to achieve outcomes and resultsCapable of handling multiple tasks at once and completing them on time with mostly no errorsAn eagerness to develop professionally, continuously learn, and share knowledge with othersThings 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 themProfessional certifications such as ITIL foundation, Network+, AZURE, CompTIA or CCNAExperience with aviation, safety, and securityAir traffic control, flight operation, safety training and related aviation experienceAny foreign language experienceWe'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.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.