Service Desk Administrator

MTSI is currently seeking to hire a Service Desk Administrator to join the team in El Segundo, CA. Golden Dome is a national-level, whole-of-nation initiative in which you will play a critical role in advancing next-generation homeland defense capabilities. If you are seeking a fast-paced position focused on developing innovative software for the Space-Based Interceptor mission, this opportunity is designed for you. The ideal candidate will serve as the first point of contact for resolving hardware, software, network, and mission‑critical systems issues, ensuring seamless operational support for this dynamic defense initiative. This position requires strong communication skills, technical proficiency, and a commitment to delivering excellent customer service while supporting the program's strategic objectives. Key Responsibilities Technical Support Respond promptly to user inquiries via phone, email, or ticketing system to troubleshoot and resolve technical issues related to the Space Based Interceptor systems. Diagnose and resolve application, network, and hardware problems while adhering to program security protocols. Escalate unresolved issues to higher‑level support teams as needed, ensuring continuity of operations. System Administration Maintain and update help desk documentation, including user manuals, FAQs, and standard operating procedures. Perform basic system checks and maintenance tasks to ensure optimal functionality of software and equipment. Monitor system performance metrics and ensure compliance with cybersecurity and operational standards. Customer Service Provide exceptional service and support, ensuring users can operate program systems efficiently and effectively. Deliver user training on system updates, cybersecurity requirements, and technical tools associated with the Space Based Interceptor platform. Maintain positive and professional communication while addressing end‑user concerns. Collaboration Work closely with IT staff, cybersecurity teams, and program management to deliver timely solutions and optimize program performance. Participate in regular team meetings to report on trends, challenges, and recommendations for improving help desk services. Support operational readiness exercises and program system certifications as required. Education and Experience Bachelor’s degree with 5 years’ related experience; master’s degree preferred. Required Security Clearance Must have an Active Top‑Secret Clearance with SCI Eligibility. 2 years’ prior experience for access to Special Access Program Information (SAP), or Controlled Access Program (CAP); must have 1 year in the last 5 years. Required Skills Knowledge of TCP/IP, DNS, DHCP, VPN, and basic switch/router concepts to diagnose connectivity issues across secure networks. Experience with platforms like ServiceNow, Remedy, or Jira for incident, problem, and change management workflows‑critical in controlled defense environments. Understanding of antivirus/EDR tools, patch management, and compliance monitoring aligned with security standards such as NIST or organization‑specific policies. Ability to troubleshoot and maintain desktops, laptops, printers, classified/unclassified systems, and specialized equipment used in secure facilities. Benefits Starting PTO accrual of 20 days PTO/year + 10 holidays/year. Flexible schedules. 6% 401k match with immediate vesting up to $9k annually. Semi‑annual bonus eligibility (July and December). Company funded Employee Stock Ownership Plan (ESOP) – a separate qualified retirement account. Up to $10,000 in annual educational reimbursement. Other company funded benefits, like life and disability insurance. Optional zero deductible Blue Cross/Blue Shield health insurance plan. MTSI embraces nine core values including our first core value of Employees come first. Consistent with our Core Values, we are committed to Equal Opportunity, making decisions without regard to race, color, religion, sex, national origin, age, military/veteran status, disability, or any other characteristics protected by applicable law. MTSI is committed to Equal Employment Opportunity and providing reasonable accommodations to applicants and employees with physical and/or mental disabilities. #J-18808-Ljbffr Modern Technology Solutions Inc