Technical Support Desk Technician

Link Solutions, Inc. is seeking a Technical Support Desk Technician to deliver Tier 2 frontline support for Army COMSEC users at a site in Sierra Vista, AZ. In this onsite role, you will troubleshoot COMSEC hardware, software, keys, and operational issues while supporting the Army’s CSOC through incident analysis, escalation, testing and deployment assistance, and compliance record upkeep.

Key Responsibilities

• Provide Tier 2 technical support for COMSEC systems and devices, including MGC/CHO, ACES, SKL, TKL, iApp, and related hardware and software.
• Troubleshoot, diagnose, resolve, and document COMSEC issues involving hardware, software, connectivity, configuration, and encryption.
• Review and analyze incident tickets, perform technical investigations, and recommend corrective actions to support timely resolution.
• Assist customers by phone, Microsoft Teams, and email, delivering clear technical guidance for issue resolution.
• Use HPeSM and other government systems to research incidents, document troubleshooting activities, and maintain accurate service records.
• Escalate complex problems to higher-tier support, COMSEC Subject Matter Experts (SMEs), or vendors, and track each case through closure.
• Perform COMSEC account operations including key management, transfers, destruction, device initialization, INE configuration, ECU loading, and OTAD support.
• Install, configure, maintain, and support COMSEC workstations, peripheral devices, and validated hardware and software upgrades.
• Support Army COMSEC accounts during technology refreshes, modernization efforts, and fielding of new capabilities.
• Participate in testing and evaluation of emerging COMSEC technologies and apply lessons learned to operational procedures and user guidance.
• Maintain configuration management records and ensure COMSEC accounts remain compliant with applicable standards and policies.
• Document customer interactions, troubleshooting steps, resolutions, procedures, reports, and project deliverables.
• Support customer satisfaction initiatives, including timely follow-up to confirm successful issue resolution.
• Maintain proficiency in COMSEC technologies, Army regulations, and security policies.

Required Qualifications

• U.S. Citizen with an active DoD Secret Clearance.
• IAT Level II certification equivalent or higher per DoD 8570/DoD 8140 (examples include CompTIA Security+ CE, CCNA Security, GICSP, GSEC, SSCP, etc.).
• Two (2) years of telecommunications, electronics, information technology, or related technical experience; vocational, military, or accredited technical training/certification is preferred.
• Experience supporting COMSEC equipment and key management systems, including ACES, SKL, and Public Key Infrastructure (PKI) environments.
• Working knowledge of tactical communications and networking environments, including secure voice, secure data, and network operations.
• Experience using NetOps Toolkits (J-TNT) and other network monitoring, diagnostic, and troubleshooting tools.
• Understanding of system and network administration concepts, including operating systems, virtualization, and network protocols.
• Ability to analyze system performance, identify security issues, and support PKI lifecycle management using monitoring and assessment tools.
• Experience troubleshooting hardware, software, communications, and encryption-related issues in a military or enterprise environment.
• Strong customer service, problem-solving, and technical documentation skills.
• Ability to work independently and as part of a technical support team in a fast-paced operational environment.

Technologies You Will Work With

• MGC/CHO, ACES, SKL, TKL, iApp
• HPeSM
• Microsoft Teams
• INE configuration, OTAD support
• NetOps Toolkits (J-TNT)
• PKI
• Secure voice, secure data, network operations
• Operating systems, virtualization, network protocols
• COMSEC workstations

Benefits

• 401(k) and 401(k) matching
• Dental insurance, vision insurance
• Health insurance, health savings account
• Life insurance
• Paid time off and paid holidays
• Professional development assistance
• Referral program
• Relocation assistance
• Retirement plan
• Company-paid long and short-term disability
• Referral bonuses
• Relocation reimbursement program
• Certification reimbursement program
• Retirement (plan)

Additional Information

Link Solutions, Inc. offers a competitive compensation and benefits package. The company is an EOE (AA/M/F/D/V) and participates in the E-Verify Employment Verification Program. All applicant information will be kept confidential according to EEO guidelines.