Tier 1 Technical Support Specialist (57926)

Overview

DataPath, Inc. is a global leader in remote satellite-based communications solutions that solve our customers' toughest communications challenges in urgent time frames and under extreme conditions. We specialize in enabling complex communication networks that are critical to the operations of the Department of Defense, Civilian Government, and Commercial markets.

The Tier 1 Technical Support Specialist operates as the service desk's single point of contact for a deployable tactical communications program. This role provides day-to-day troubleshooting, incident resolution, and lifecycle management across deployable SATCOM terminals, tactical radios, baseband networking, encryption systems, and unified communications suites.

You will monitor and resolve incidents, maintain service requests from open to close, manage trouble tickets and RMAs, coordinate spare parts, and keep users informed on status. You will also support Satellite Access Requests (SARs/SAAs), Gateway Access Requests (GARs/GAAs), and maintain the real-time web-based common operating picture (COP) for deployed terminal link connectivity.

Primary Responsibilities

Service Desk Operations

• Serve as single point of contact for all communications/IT service requests, incidents, and disruptions.
• Monitor, track, and resolve trouble tickets through the logistics and asset management system (e.g., ManageEngine ServiceDesk Plus).
• Manage Return Merchandise Authorizations (RMAs) and coordinate spare parts from the co-located warehouse.
• Maintain lifecycle management of all service requests; keep users informed on progress, workarounds, and resolution.
• Process configuration management requests, change requests, maintenance contracts, warranties, and software license renewals.
• Create and submit SARs, SAAs, GARs, and GAAs via SIPRNet; process ACAS requests via NIPRNet.
• Conduct real-time monitoring of deployed terminal link connectivity displayed as a web-based COP.

SATCOM & RF Systems

• Troubleshoot and maintain deployable SATCOM equipment and networks, including:

• iDirect, Tampa Microwave, StarShield, Lite Coms, and L-3 Technology terminals

• Regional Hub Node (RHN) Gateways and DoD Teleport architectures

• Support DoD narrowband SATCOM radios and wideband HF radios/antennas.

• Maintain and troubleshoot civilian LMR systems, radio bridges, and Radio over IP (RoIP).

• Support military and civil radio interoperability in frequency, waveform, encryption, and procedures.

• Maintain RoIP networking connections between military and civil responders.

Networking & Infrastructure

• Troubleshoot deployable routing, switching, and server systems.
• Support physical and virtual server environments and computer systems.
• Maintain WAN optimization systems.
• Support DoD gateway and teleport access for NIPRNet, SIPRNet, Commercial Internet, PSTN, DSN, EVoIP, ECVoIP, VTC, and streaming video.
• Maintain deployable cellular, Wi-Fi systems, and Cell on Wheels trailers.

Encryption & Cybersecurity

• Support deployable DoD encryption systems including HAIPE Type 1, AES-256, and CSfC.
• Perform monthly system scans using current DoD mandatory scanning tools.
• Support cybersecurity compliance in accordance with DoD cyber security guidance and RMF processes.

VTC, Voice & Video

• Maintain tactical VTC and IP telephony systems (NIPR, SIPR, Commercial Internet).
• Support streaming video gateway suites and deployable video systems (classified and unclassified).
• Support voice, data, and video transport across deployable communications packages.

andidates are encouraged to apply if familiar with any of the following:

SATCOM

• iDirect satellite modems/routers
• Tampa Microwave tri-band terminals
• StarShield, Lite Coms, L-3 Technology terminals
• RHN Gateways / DoD Teleport
• SpaceX P-LEO (Starlink) terminals
• Satellite Access Requests (SARs/SAAs/GARs/GAAs)

Tactical Radios & Interoperability

• AN/PRC-158 (narrowband satellite radio)
• AN/PRC-160 (wideband HF radio)
• Civilian LMR / radio bridging / RoIP
• ANW2 waveform
• Cradlepoint / mobile broadband kits (MBK)

Networking

• KLAS ESRII, SW26, VMM routing/switching modules
• Cisco routers / switches / firewalls
• WAN optimization (Riverbed or similar)
• Physical and virtual server environments

Encryption

• HAIPE Type 1 (KG-175 TACLANE or similar)
• AES-256
• Commercial Solutions for Classified (CSfC)

Platforms

• Emergency Response Terminals (ERTs) / Sentinel systems
• Mobile Command Posts (MCPs) / Emergency Response Vehicles (ERVs)
• Cell on Wheels / Wi-Fi trailers
• ManageEngine ServiceDesk Plus or similar ITSM platforms