Senior Helpdesk Technician

** Candidate must be a US Citizen and possess (and be able to maintain) a Final Secret Clearance or meet the eligibility to obtain (and maintain) a Secret Clearance. **

Location: Sunnyvale, Ca.

Who are we looking for?

Pacific Defense is an industry leading developer of advanced RF and electronics systems for the U.S. Department of Defense and commercial customers. We specialize in Open Systems Architecture solutions for the non-kinetic fight. Our vision provides cost effective, highly capable, modular, and rapidly reconfigurable systems to our customers in less than half the time of traditional defense contractors. Our team delivers sensing and effects solutions for the Land, Air, Sea and Space domains at an unprecedented pace. We accomplish this strategy by combining broad domain experience in Radar, EW, SIGINT, and Communications with a go-fast commercial execution model. Our model fully leverages Open Standards, like SOSA, CMOSS, and MORA, as well as rapid prototyping methodologies to bring our advanced capabilities to customers.

As a Senior Helpdesk Technician in the Defense Industry, you will be responsible for providing technical support and assistance to end-users within the organization. You will handle a wide range of technical issues, troubleshoot problems, and ensure the smooth operation of computer systems, software, and network infrastructure. Your expertise in the defense industry will enable you to understand and address the unique challenges and requirements faced by defense personnel. This role requires a high level of technical proficiency, excellent communication skills with both customers and coworkers, and the ability to work in a fast-paced and dynamic environment. The ability to patiently communicate complex issues in simple terms to non-technical users is critical.

This job could transition into a system administrator role over time and can include mentoring and peer support towards this goal, if desired.

Requirements

• Provide advanced technical support to defense industry employees, addressing inquiries, and resolving issues related to computer systems, hardware, software, and network connectivity.
  
• Diagnose and troubleshoot complex technical problems reported by end-users, employing a systematic approach to identify and resolve issues promptly.
• Escalate critical or unresolved technical issues to the appropriate internal teams or external vendors, tracking and following up on their resolution to ensure timely completion.
• Install, configure, and upgrade computer systems, software applications, and peripheral devices while adhering to security and compliance guidelines.
• Collaborate with cross-functional teams to implement system upgrades, patches, and new software releases, ensuring minimal disruption to end-users.
• Develop and maintain technical documentation, including user manuals, knowledge base articles, and standard operating procedures (SOPs) to facilitate self-service support for end-users.
• Conduct training sessions and create user guides to enhance end-user knowledge and efficiency in utilizing software applications, systems, and tools.
• Monitor and maintain system performance, network stability, and security measures, proactively identifying and mitigating potential vulnerabilities or risks.
• Stay updated on industry trends, emerging technologies, and best practices to recommend and implement process improvements, system enhancements, and innovative solutions.
• Assist in the procurement and inventory management of computer hardware, software licenses, and other IT-related assets.
• Assist with facilities security, including networks as needed [do we need this?]
• Mentor and provide guidance to junior helpdesk technicians, promoting knowledge sharing and fostering a collaborative work environment.

Qualifications:

• Bachelor's degree in computer science, information technology, or a related field. Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are advantageous.
• Proven experience working in a helpdesk or technical support role, preferably in the defense industry or a similarly regulated environment.
• Strong knowledge of computer hardware, software applications, operating systems (e.g., Windows, Linux), and network infrastructure.
• Familiarity with defense industry-specific software, systems, and security protocols (e.g., classified information handling, CAC authentication) is highly desirable.
• Experience with remote troubleshooting tools, ticketing systems, and IT service management (ITSM) frameworks.
• Excellent problem-solving skills, with the ability to analyze complex technical issues, identify root causes, and imp