Help Desk Technician - Tier 3 (Journeyman)

Work Arrangement

This is an onsite position at Pope Field in North Carolina

Job Overview

The Help Desk Technician Tier 3 provides technical leadership support to end users across the organization. The technician works in a fast-paced, 24/7/365 operational environment supporting critical C2ISR systems and user communities.

Essential Functions

• Provide senior-level Tier 3 support and subject matter expertise to enhance situational awareness and operational stability across command mission-critical SATCOM network infrastructures.
• Maintain, test, and execute enterprise backup and disaster recovery plans in alignment with Continuity of Operations (COOP) requirements.
• Deliver advanced technical troubleshooting, incident resolution, and sustainment support for C2ISR platforms, applications, and systems.
• Ensure continuous operation, maintenance, and optimization of mission-essential infrastructure services, including satellite communication systems.
• Collaborate with commercial service providers, U.S. Government personnel, and DoD partners to resolve outages, perform installations, and manage service transitions.
• Assess user, network, and communications requirements; recommend hardware and software solutions that align with mission and enterprise needs.
• Maintain accurate circuit documentation, configuration records, and trouble logs to support operational visibility and compliance.
• Support 24/7/365 operations through shift-based coverage to ensure uninterrupted mission success.
• Perform other duties as required.

Standard Essential Functions

• Regular and reliable attendance on a full time basis [or in accordance with posted schedule].
• Responsible for exhibiting professional behavior with both internal and external business associates that reflects positively on the company and is consistent with the company's policies and practices.
• Embodies AEVEX’s cultural values and aligns daily actions with department goals and company culture.

Qualifications and Competencies

• Strong knowledge of:
• Service desk ticketing systems such as ServiceNow and Remedy
• Knowledge base and documentation repositories
• Remote support tools including Microsoft Remote Desktop and TeamViewer
• Collaboration platforms such as Microsoft Teams, Zoom, and Outlook
• PC diagnostic utilities and basic network connectivity testers
• Audio/visual troubleshooting tools
• Inventory and asset management systems
• Standard documentation templates for procedures, workflows, and trouble logs

Education / Certifications

• Must complete DoD-approved IA baseline certification for ADP-III/IT-III based on the IAT level
• Obtain CE/Operating System (OS) certificate within six months of the assignment.

Experience

• 8-11 years' experience with a BS/BA or 12 years' experience with no degree.
• DoD 8140 role for WRC: 411; Element: IT; Work Role: Technical Support Specialist; Proficiency Level: Basic / ability to obtain

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties the employee is:

Frequently required to sit, and to reach to use computers and other office equipment

Security Clearance

• Active TS/SCI DoD clearance, and ability to maintain TS/SCI. U.S. Citizenship required.