Title:  Associate, IT Customer Support

Job Title: Associate, IT Customer Support

Job Code: 44605

Job Location: Greenville, Tx

Job Schedule: 5/8 (Shift 1, 2, 3)

Job Description: 

L3Harris is seeking an experienced, motivated, and customer-focused IT Customer Support professional for our 24x7 Network Operations Center. The successful candidate will serve as a frontline Tier 1 team member responsible for real-time mission monitoring, incident response, technical troubleshooting, customer support, and operational coordination across terrestrial and satellite communications (SATCOM) environments.

This position requires continuous situational awareness of active missions and the ability to monitor multiple systems and communication channels, identify and investigate anomalies, correlate technical information, and coordinate with Government customers, commercial vendors, and internal support teams. The ideal candidate will also be responsible for answering incoming calls, logging interactions within our ticketing system, and managing incident and service requests.

Essential Functions:

• The candidate will be monitoring operational dashboards, network management systems, mission portals, alerts, and communication channels while maintaining situational awareness of mission and platform activity.
  
• The candidate will accurately log all helpdesk interactions and track user requests within the ITSM ticket system.
• The candidate will perform Tier 1 technical analysis and troubleshooting and appropriately escalate incidents to Government operations personnel, vendors, engineering teams, or other support organizations.
• The candidate will manage service requests including user access, account changes, maintenance activities, and other operational support requirements in accordance with established procedures and service-level requirements.
• The candidate will maintain professionalism, urgency, attention to detail, and effective communication while supporting high-visibility customers and mission-critical systems.
• The candidate will support a 24/7 operational environment with rapidly changing priorities and periods of both routine monitoring and high operational activity.
• The candidate will actively manage all network and satellite system maintenance requests with government and end users.
• The candidate will monitor and track specific program info using designated resources, ensuring constant awareness of status.
• The candidate will be responsible for briefing customers, users and management on all facets of the program.
• The candidate will team with internal and external stakeholders to perform incident management by identifying, analyzing, and escalating complex problems to higher-level support teams when necessary.
• The candidate will manage service requests by fulfilling user needs in a timely and efficient manner, adhering to service level agreements.
• The candidate will maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Participate in ongoing training and development to stay current with system information, changes, and updates.

Qualifications:

• Bachelor’s degree with 0 years of prior related experience. In lieu of a degree, a minimum of 1-2 years of prior related experience in IT operations is required
  
• Proven experience in a helpdesk or technical support role
• Strong understanding of computer systems, mobile devices, and other tech products
• Experience diagnosing and resolving basic technical issues
• Experience in Microsoft Office 2016 and O365 suite
• Ability to obtain a Secret security clearance

Preferred Additional Skills:

• Active CompTIA Security+ certification
• Ability to work effectively in a team environment and independently
• Prior military experience
• Must possess excellent verbal and written communication skills in an executive and military environment
• Familiarity with ITSM ticketing systems (ex. ServiceNow)
• Experience in monitoring systems and interpreting data
• Knowledge of incident management and service request management processes
• Familiarity with information systems and troubleshooting connectivity issues
• Ability to present ideas in a business-friendly and user-friendly language to all levels of customers and management
• Experience documenting day-to-day tasks
• Able to adapt, learn, and work in a fast-paced environment with little assistance
• Must be able to lift and carry at least 35 pounds