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Customer Support Technician

Modern Technology Solutions
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Dayton, OH, USA
Sep 21, 2026
MTSI is seeking a highly motivated Customer Support Technician to provide technical support within a fast-paced, mission-focused environment supporting advanced Air Force systems and enterprise IT operations. The ideal candidate is customer-oriented, proactive, and experienced in troubleshooting hardware, software, networks, and secure mission systems.

This role requires strong communication skills, a commitment to timely problem resolution, and the ability to work closely with engineers, program managers, and end users across a complex technical landscape.

Responsibilities
  • Serve as the first point of contact for all help desk inquiries, providing Tier I-II technical support for end users.
  • Diagnose and resolve issues related to workstations, laptops, printers, peripherals, and enterprise software applications.
  • Support account provisioning, permissions, and access requests across secure and non-secure networks.
  • Troubleshoot connectivity, VPN, and network-related issues, escalating when necessary to higher-tier teams.
  • Maintain accurate records of service tickets, issues, and resolutions using established ticketing systems.
  • Assist users with hardware/software installations, updates, and configuration tasks.
  • Coordinate with cybersecurity personnel to ensure compliance with security requirements, patching, and system hardening.
  • Support system rollouts, hardware refresh cycles, and continuous improvement initiatives.
  • Provide outstanding customer service and maintain a professional, user-focused approach in all interactions.
  • Assist with documentation, knowledge base articles, and process updates to improve support workflows.

Required Qualifications
  • Active Top Secret Clearance. TS/SCI preferred.
  • 5+ years of experience in help desk or IT support roles (Tier I or II).
  • Strong troubleshooting skills across Windows operating systems, hardware, and software applications.
  • Experience with secure networks, account administration, and access request workflows.
  • Familiarity with ticketing and IT service management systems (e.g., Jira, ServiceNow, Remedy).
  • Strong communication and customer service skills; ability to explain technical concepts to non-technical users.
  • Ability to work onsite and support time-sensitive mission requirements.

Preferred Qualifications
  • CompTIA A+, Network+, Security+, or similar certifications.
  • Experience supporting DoD, Air Force, or other classified environments.
  • Knowledge of endpoint security tools, patch management, and compliance frameworks.
  • Familiarity with enterprise collaboration tools and configuration (Teams, Outlook, SharePoint).
  • Experience supporting engineering or software development environments.




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Job ID

1133915158769

Security Clearance

Top Secret
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