Senior Associate, IT Help Desk

At L3Harris Technologies, the Senior Associate in IT Help Desk serves as a visible point of contact for government end users seeking SATCOM services. This onsite role in Herndon, VA combines hands-on provisioning, order processing, and diligent reporting under a 9/80 schedule, with a DoD Secret clearance required to handle sensitive information.

Responsibilities

• Screening and processing user account requests and account unlock requests.
• Validating and processing service provisioning orders via an administrator web portal to activate, configure, or deactivate hand-held and mobile equipment.
• Maintaining detailed status updates and outcomes for order inquiries, account requests, and requests for information.
• Triaging technical support inquiries and following established guidelines for routine troubleshooting before escalating to a Tier II Subject Matter Expert.
• Ensuring 100% accurate and on-time order completion with thorough data entry logging for reporting and billing.
• Providing administrative support by phone and email to help end users obtain SATCOM services and access web-based self-service portals.
• Maintaining a security posture to protect customer data and PII, restricting access to authorized users only.
• Validating the completeness of service delivery orders and provisioning requests and executing them completely, accurately, and on time.
• Creating and maintaining work instructions related to the job function and contributing to FAQs, best practices, user guides, service bulletins for end users.
• Occasionally backing up shipping and receiving functions and supporting material order fulfillment (kitting and packing) as needed.
• Learning on the job, following instructions, and rechecking work for accuracy and completeness.
• Working independently and adapting to shifting priorities.
• Proficiency with Microsoft Office applications, including Excel, Word, Visio, and PowerPoint.

Qualifications

• Bachelor’s Degree with a minimum of 2 years of related experience; Graduate Degree or equivalent with 0 to 2 years of related experience; or in lieu of a degree, a minimum of 6 years of related experience.
• Active DoD Secret clearance.

Technologies

• MySQL, Python
• Windows operating system
• SharePoint
• Atlassian JIRA
• Microsoft Excel, Word, Visio, PowerPoint
• SSL/TLS certificate troubleshooting

Preferred Additional Skills

• 2+ years of customer service, training, or technical support experience.
• Advanced Excel skills for data analytics and reporting.
• Experience with MySQL query execution and modification, and Python scripting.
• Experience with Windows OS, browser certificate stores, and SSL/TLS certificate troubleshooting.
• SharePoint site administration experience.
• Strong verbal and written communication skills with proactive problem-solving abilities.
• Experience with Atlassian JIRA (preferred).
• Knowledge of Iridium Satellite services (SBD/DTCS) and operational concepts (preferred).
• CompTIA Security+ or equivalent IA certification within the past year (preferred).