FMV Help Desk Specialist

Sigma Defense is hiring an FMV Help Desk Specialist for an onsite role in San Diego, CA. This position supports the people behind Full Motion Video (FMV) capabilities, acting as a trusted Tier 1 and Tier 2 point of contact. You will help ensure FMV services stay available, issues get resolved efficiently, and user questions receive clear, actionable communication. Salary is $110,000 to $135,000 annually, along with a benefits package that includes highly competitive compensation and paid time off.

What you’ll do

• Provide Tier 1 and Tier 2 help desk support for users of Full Motion Video (FMV) applications and services.
• Serve as the primary point of contact for user questions, technical issues, application problems, and service incidents.
• Assist users with accessing and utilizing FMV applications and capabilities.
• Troubleshoot issues related to FMV playback, video availability, stream quality, latency, buffering, application performance, and user access.
• Verify FMV feed and service availability and assess current service status.
• Support account access and resolve issues involving authentication, permissions, and related access topics.
• Determine problem scope, including whether an issue affects a single user, multiple users, a specific video feed, an application, or the broader service.
• Collect information needed to reproduce and diagnose issues, including using system status info, application logs, monitoring tools, and documented procedures.
• Identify known issues and apply established workarounds when available.
• Escalate complex or unresolved incidents to application developers, system administrators, network engineers, or other technical personnel.
• Provide technical teams with meaningful diagnostic details such as timestamps, affected users, affected FMV feeds, screenshots, error messages, logs, and troubleshooting already completed.
• Track incidents and service requests from initial report through resolution, while maintaining clear and accurate ticket documentation.
• Communicate incident status, workarounds, and resolutions to users and stakeholders.
• Participate in testing and validation of FMV applications after updates, releases, maintenance, or configuration changes.
• Support basic functional testing of new application capabilities.
• Develop and maintain knowledge-base articles, troubleshooting guides, FAQs, and other user-support documentation.
• Spot recurring issues and recommend improvements to documentation, training, applications, or support processes.
• Work with development and engineering teams to improve the reliability and usability of FMV capabilities.
• Build a working understanding of supported applications and FMV workflows to provide increasingly effective support.

Requirements

• 1-4 years of experience.
• Professional experience in a help desk, service desk, application support, technical support, operations center, or similar user-support environment.
• Strong customer-service and communication skills.
• Strong troubleshooting and analytical skills, with the ability to methodically gather information and isolate technical problems.
• Experience supporting software applications or web-based systems.
• General understanding of computer systems and network-connected applications.
• Basic understanding of TCP/IP networking and network connectivity concepts.
• Experience supporting Windows and/or Linux-based applications or systems.
• Ability to interpret application errors, system messages, logs, and other basic diagnostic information.
• Ability to clearly document incidents, troubleshooting activities, and resolutions.
• Ability to communicate technical information to users with varying technical experience.
• Ability to recognize when an issue requires escalation and provide helpful troubleshooting information to technical personnel.
• Ability and willingness to learn unfamiliar applications, technologies, and operational workflows.
• Must be a U.S. citizen.

Benefits

• Dental and Vision Insurance
• Medical Insurance including HSA, FSA, and DFSA plans
• Life and AD&D coverage
• Employee Assistance Program (EAP)
• 401(k) plan with company matching contributions
• 160 hours of Paid Time Off (PTO)
• 12 (Floating) Holidays
• Educational Assistance
• Highly Competitive Salary

Candidate differentiators

• Previous experience supporting Full Motion Video (FMV) systems or applications.
• Experience supporting Intelligence, Surveillance, and Reconnaissance (ISR) systems or related mission applications.
• Familiarity with FMV exploitation, viewing, dissemination, or operational workflows.
• Experience troubleshooting live video, streaming media, or real-time data applications.
• General understanding of video-streaming concepts such as latency, bandwidth, bitrate, codecs, and stream quality.
• Experience supporting applications within a Department of Defense (DoD) or Intelligence Community (IC) environment.
• Experience supporting mission users in an operational environment.
• Experience working with incident-management or help desk ticketing systems.
• Experience supporting systems with defined Service Level Agreements (SLAs) or operational availability requirements.
• Familiarity with cloud-hosted applications and services.
• Familiarity with basic Linux command-line tools.
• Experience creating user documentation, troubleshooting guides, or knowledge-base articles.
• Experience performing application testing or supporting software releases.

Mandatory certifications

• CompTIA Security+

Clearance

• Candidate must possess or have the ability to obtain an active Secret security clearance or higher.
• Clearance may be sponsored for the right candidate.

Salary range: $110,000 - $135,000 annually.