Provides Tier 1 and Tier 2 technical support for FMV applications and services. Troubleshoots playback, streaming, access, latency, buffering, connectivity, and application issues; documents and tracks incidents; communicates resolutions; escalates complex problems; validates application updates; and maintains troubleshooting documentation. The role supports DoD or intelligence-related operational users and requires Security+ certification plus an active or obtainable Secret clearance.
Sigma Defense is seeking a FMV Help Desk Specialist to join our team in San Diego, CA. This position will serve as a primary point of contact for users experiencing issues accessing, viewing, or utilizing FMV capabilities. The specialist will assist users, troubleshoot common application and video-related problems, document and track incidents, and coordinate with technical teams when issues require additional investigation.
The ideal candidate combines strong customer-service and troubleshooting skills with familiarity with FMV, video applications, networking concepts, and technical support environments. This role is particularly well suited for someone who enjoys solving problems, working directly with users, and learning the technical and operational aspects of the systems they support.
Equal Opportunity Employer/Veterans/Disabled: Sigma Defense Systems is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
Requirements
- 1-4 years of experience.
- Professional experience in a help desk, service desk, application support, technical support, operations center, or similar user-support environment.
- Strong customer-service and communication skills.
- Strong troubleshooting and analytical skills.
- Ability to methodically gather information and isolate technical problems.
- Experience supporting software applications or web-based systems.
- General understanding of computer systems and network-connected applications.
- Basic understanding of TCP/IP networking and network connectivity concepts.
- Experience supporting Windows and/or Linux-based applications or systems.
- Ability to interpret application errors, system messages, logs, alerts, and other basic diagnostic information.
- Ability to clearly document incidents, troubleshooting activities, and resolutions.
- Ability to communicate technical information to users with varying levels of technical experience.
- Ability to recognize when an issue requires escalation and provide technical personnel with useful troubleshooting information.
- Ability and willingness to learn unfamiliar applications, technologies, and operational workflows.
- Must be a U.S. citizen.
Candidate Differentiators:
- Previous experience supporting Full Motion Video (FMV) systems or applications.
- Experience supporting Intelligence, Surveillance, and Reconnaissance (ISR) systems or related mission applications.
- Familiarity with FMV exploitation, viewing, dissemination, or operational workflows.
- Experience troubleshooting live video, streaming media, or real-time data applications.
- General understanding of video-streaming concepts such as latency, bandwidth, bitrate, codecs, and stream quality.
- Experience supporting applications within a Department of Defense (DoD) or Intelligence Community (IC) environment.
- Experience supporting mission users in an operational environment.
- Experience working with incident-management or help desk ticketing systems.
- Experience supporting systems with defined Service Level Agreements (SLAs) or operational availability requirements.
- Familiarity with cloud-hosted applications and services.
- Familiarity with basic Linux command-line tools.
- Experience creating user documentation, troubleshooting guides, or knowledge-base articles.
- Experience performing application testing or supporting software releases.
Mandatory Certifications:
- CompTIA Security+.
Personnel Clearance Level:
- Candidate must possess an active Secret security clearance or higher.
Education Requirements:
- Associate's degree from an accredited college or university in an Information Technology or related field of study.
Essential Job Duties (not all-inclusive):
- Provide Tier 1 and Tier 2 help desk support for users of Full Motion Video (FMV) applications and services.
- Serve as a primary point of contact for user questions, technical issues, service incidents, and application problems.
- Assist users with accessing and utilizing FMV applications and capabilities.
- Troubleshoot issues involving FMV playback, video availability, stream quality, latency, buffering, application performance, and user access.
- Verify the availability and status of FMV feeds and associated services.
- Assist users with account access, authentication, permissions, and other common access issues.
- Determine the scope of reported problems, including whether an issue affects a single user, multiple users, a specific video feed, an application, or the broader service.
- Gather relevant information from users to reproduce and diagnose reported problems.
- Perform initial troubleshooting using available system status information, application logs, monitoring tools, and documented procedures.
- Identify known issues and provide established workarounds when appropriate.
- Escalate complex or unresolved incidents to application developers, system administrators, network engineers, or other technical personnel.
- Provide technical teams with useful diagnostic information including timestamps, affected users, affected FMV feeds, screenshots, error messages, logs, and troubleshooting already performed.
- Track incidents and service requests from initial report through resolution.
- Maintain clear and accurate ticket documentation.
- Communicate incident status, workarounds, and resolutions to users and stakeholders.
- Participate in testing and validation of FMV applications following updates, releases, maintenance activities, or configuration changes.
- Assist with basic functional testing of new application capabilities.
- Develop and maintain knowledge-base articles, troubleshooting guides, frequently asked questions, and user-support documentation.
- Identify recurring user issues and recommend improvements to documentation, training, applications, or support processes.
- Work with development and engineering teams to improve the overall reliability and usability of FMV capabilities.
- Develop an understanding of supported applications and FMV workflows sufficient to provide increasingly effective user support.
Salary Range: $100,000 - $135,000 annually.
Benefits
- Dental and Vision Insurance
- Medical Insurance to Include HSA, FSA, and DFSA Plans
- Life and AD&D coverage
- Employee Assistance Program (EAP)
- 401(k) Plan with Company Matching Contributions
- 160 Hours of Paid Time Off (PTO)
- 12 (Floating) Holidays
- Educational Assistance
- Highly Competitive Salary
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