ANYTIME. ANYWHERE. ANY DOMAIN.
Since 2006, we have proudly served federal agencies including the Department of Defense. Our ability to operate globally in a wide range of environments, coupled with our deep understanding of customer needs and requirements, enables us to provide cost-effective solutions that support some of the nation's most complex and mission-critical objectives.
Adherence to all customer site protocols is mandatory for employees.
What You Will Do
Technical Support and Troubleshooting
Provide Tier II technical support for enterprise Intelligence, Surveillance, and Reconnaissance (ISR) systems supporting worldwide operations, troubleshooting application, network, Linux, virtualization, and system issues using established procedures and technical documentation.
Resolve issues during initial customer engagement whenever possible; escalate complex or unresolved issues to Tier III engineering with complete technical documentation and troubleshooting results.
Customer Support and Incident Management
Receive and respond to support requests via telephone, email, chat, and enterprise ticketing systems; create, document, prioritize, and manage tickets within the organization’s IT Service Management (ITSM) platform.
Manage incidents through resolution, provide timely updates to customers, Operations leadership, and engineering teams, and verify customer satisfaction before ticket closure.
System Monitoring and Service Restoration
Monitor operational systems, alerts, and dashboards to identify and respond to service disruptions.
Coordinate with software, systems, network, cybersecurity, and Field Service Representative (FSR) teams to restore service.
Testing and Documentation
Support production-equivalent test environments to reproduce customer issues and validate fixes.
Maintain operational documentation, knowledge articles, and standard operating procedures.
Required Qualifications
Education and Experience
Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related technical field; or an associate’s degree with equivalent experience.
Minimum of 2 years of experience supporting enterprise IT systems, technical operations, or help desk/service desk environments.
Experience supporting enterprise applications, web services, or Linux-based environments, including troubleshooting Windows and/or Linux systems in production.
Technical Knowledge and Skills
Working knowledge of TCP/IP networking, LAN/WAN technologies, DNS, DHCP, and network troubleshooting.
Working knowledge of Linux operating systems, such as Red Hat Enterprise Linux, CentOS, Ubuntu, or equivalent.
Familiarity with virtualization platforms, such as VMware, Hyper-V, or similar technologies.
Strong analytical and troubleshooting skills, including the ability to isolate hardware, software, and network issues.
Experience using IT service management (ITSM) or help desk ticketing systems and documenting technical issues clearly and accurately.
Communication and Customer Service
Excellent verbal and written communication skills and a strong customer service orientation.
Ability to work effectively under pressure in a mission-critical environment.
Security Clearance
DoD Secret with the ability to obtain and maintain a TS.
Preferred Qualifications
Mission and Operational Experience
Experience supporting DoD or Intelligence Community environments, including prior military or DoD contractor experience.
Experience supporting Intelligence, Surveillance, and Reconnaissance (ISR), Full Motion Video (FMV), or enterprise mission systems.
Experience supporting 24/7 operational environments.
Technical Knowledge and Skills
Familiarity with video streaming technologies and FMV systems.
Experience with Kubernetes or containerized environments.
Experience supporting enterprise storage technologies, including Fibre Channel and iSCSI.
Experience with ServiceNow or other enterprise IT service management (ITSM) platforms.
Security and Compliance
Familiarity with the Risk Management Framework (RMF), DISA Security Technical Implementation Guides (STIGs), and Information Assurance requirements.
Certifications
Security+, Linux+, Network+, CCNA, or an equivalent industry certification.
Benefits
Intelligent Waves offers a generous benefits package including medical, dental, vision, paid PTO, life and disability insurance. We invest in our employees’ futures by contributing with vesting starting from DAY 1, technical training, tuition bonuses, and much more.
Clearance Statement
Applicants selected for this position will be subject to a government security investigation and must meet eligibility requirements for access to classified information. Only U.S. citizens are eligible for a security clearance. For this position, Intelligent Waves will consider only applicants with current security clearances or those eligible to obtain one.
Equal Employment Opportunity
Intelligent Waves is an equal opportunity employer. We are committed to providing equal opportunity to all applicants and employees in full compliance with all applicable state and federal laws prohibiting discrimination based on race, color, age, sex, religion, national origin, disability, military and/or veteran status, or any other class protected by applicable state or federal law.
As an Affirmative Action and Equal Opportunity Employer, Intelligent Waves is committed to the full inclusion of all qualified candidates and employees. If you need reasonable accommodations for any part of the application or interview process, or to perform essential job functions, please contact humanresources@intelligentwaves.com.
Ready to support the mission? Apply today.
A Veteran-Friendly Organization
#IW
#CJ
Technical Support and Troubleshooting
Provide Tier II technical support for enterprise Intelligence, Surveillance, and Reconnaissance (ISR) systems supporting worldwide operations, troubleshooting application, network, Linux, virtualization, and system issues using established procedures and technical documentation.
Resolve issues during initial customer engagement whenever possible; escalate complex or unresolved issues to Tier III engineering with complete technical documentation and troubleshooting results.
Customer Support and Incident Management
Receive and respond to support requests via telephone, email, chat, and enterprise ticketing systems; create, document, prioritize, and manage tickets within the organization’s IT Service Management (ITSM) platform.
Manage incidents through resolution, provide timely updates to customers, Operations leadership, and engineering teams, and verify customer satisfaction before ticket closure.
System Monitoring and Service Restoration
Monitor operational systems, alerts, and dashboards to identify and respond to service disruptions.
Coordinate with software, systems, network, cybersecurity, and Field Service Representative (FSR) teams to restore service.
Testing and Documentation
Support production-equivalent test environments to reproduce customer issues and validate fixes.
Maintain operational documentation, knowledge articles, and standard operating procedures.
Education and Experience
Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related technical field; or an associate’s degree with equivalent experience.
Minimum of 2 years of experience supporting enterprise IT systems, technical operations, or help desk/service desk environments.
Experience supporting enterprise applications, web services, or Linux-based environments, including troubleshooting Windows and/or Linux systems in production.
Technical Knowledge and Skills
Working knowledge of TCP/IP networking, LAN/WAN technologies, DNS, DHCP, and network troubleshooting.
Working knowledge of Linux operating systems, such as Red Hat Enterprise Linux, CentOS, Ubuntu, or equivalent.
Familiarity with virtualization platforms, such as VMware, Hyper-V, or similar technologies.
Strong analytical and troubleshooting skills, including the ability to isolate hardware, software, and network issues.
Experience using IT service management (ITSM) or help desk ticketing systems and documenting technical issues clearly and accurately.
Communication and Customer Service
Excellent verbal and written communication skills and a strong customer service orientation.
Ability to work effectively under pressure in a mission-critical environment.
Security Clearance
DoD Secret with the ability to obtain and maintain a TS.
Preferred Qualifications
Mission and Operational Experience
Experience supporting DoD or Intelligence Community environments, including prior military or DoD contractor experience.
Experience supporting Intelligence, Surveillance, and Reconnaissance (ISR), Full Motion Video (FMV), or enterprise mission systems.
Experience supporting 24/7 operational environments.
Technical Knowledge and Skills
Familiarity with video streaming technologies and FMV systems.
Experience with Kubernetes or containerized environments.
Experience supporting enterprise storage technologies, including Fibre Channel and iSCSI.
Experience with ServiceNow or other enterprise IT service management (ITSM) platforms.
Security and Compliance
Familiarity with the Risk Management Framework (RMF), DISA Security Technical Implementation Guides (STIGs), and Information Assurance requirements.
Certifications
Security+, Linux+, Network+, CCNA, or an equivalent industry certification.
