Service Desk Technician

Iridium Satellite, LLC is hiring a Service Desk Technician to help support Aireon’s global aircraft surveillance network. This role operates in a 24/7 command-center style setting, focusing on network monitoring, incident triage, and first-line troubleshooting, with escalation and handoffs when issues move beyond Tier 1 scope.

Role overview

You will monitor network devices and performance indicators through established dashboards and tools, document routine system events, and maintain accurate logs using approved software. When alerts occur, you will perform initial triage and basic troubleshooting, escalate according to documented procedures, and support outage mitigation by collecting relevant information and completing preliminary checks before transferring to senior technicians or engineers.

What you’ll do

• Monitor network devices, system status, and performance metrics using established dashboards and tools
• Log routine operational activity and system events for Aireon’s aircraft surveillance network by following defined procedures
• Assist with documenting maintenance activity and incident details under guidance from more experienced team members
• Monitor alerts for system, network, and performance issues and escalate per documented processes
• Follow structured plans, checklists, and processes to complete daily operational tasks
• Record activity related to scheduled tasks, routine monitoring, and unexpected events
• Perform Tier 1 incident triage and basic troubleshooting, escalating issues outside Tier 1 scope
• Support outage mitigation by gathering information, running 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 bring

• 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 to convey key messages and ideas clearly and effectively
• Ability to build meaningful relationships with your manager and team, and remain open and responsive to feedback and mentoring
• Problem-solving mindset with the humility to ask for help when needed
• Adaptability to a changing environment and readiness to take on new tasks as assigned
• Motivation to achieve outcomes and results
• Capacity to handle multiple tasks at once, meeting deadlines with mostly no errors
• Eagerness to develop professionally, continuously learn, and share knowledge with others

Helpful experience (preferred)

• 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

Schedule and work environment

• 12-hour shifts rotating every eight weeks, with additional on-call duty as required
• Each team works either 4 or 5 days in a row, followed by 4-5 days off, with 8-week rotations (8 weeks on days, then rotates to 8 weeks on nights)
• Primarily office-based work, largely sedentary and centered on computer use
• Use of basic office equipment including a phone, video, computer, keyboard, mouse, and printer
• Under Iridium’s Hybrid Work Policy, employees are expected to work at least four days per week (approximately 80%) in an Iridium office

Compensation and benefits

• Base pay range: $60,000 to $80,000 USD per year
• Eligible for company stock and an annual bonus
• Medical, dental, and vision insurance coverage
• 401(k) retirement plan options
• Paid time off and paid holidays
• Paid parental leave
• Other discounts and perks

Location: McLean, VA (hybrid). Experience level: 2+ years required. Education: Bachelor’s or Associates degree. This job description reflects the general nature and level of work and is not a complete list of duties or qualifications.