Technical Support Desk Technician (COMSEC Tier 2)

## Company Description Link Solutions, Inc. delivers reliable and effective Information Technology services to government clients in support of critical mission needs. Delivering a broad range of Infrastructure Operations, Application Development, Cybersecurity, Virtualization, Cloud and Mobility services. If you’re looking for a technology company that values innovation, with a vision toward the future of the technology landscape, look no further than Link Solutions! Link is quality and compliance-focused, under our guiding philosophy, “Mission First, Customer Always". We are certified in ISO 9001:2015, ISO 20000-1:2018, and ISO 27001:2022; CMMC Level 2 certified; and appraised at CMMI Maturity Level 3 for Services and Development. ## Job Description Link Solutions is seeking a **COMSEC Tier 2 Technical Support Desk Technician** to join our team in Sierra Vista, Arizona. - U.S. Citizen with an active DoW Secret Clearance - Must have an IAT Level II Certification equivalent or higher - Non-remote (relocation incentive available) The **Technical Support Technician** provides critical frontline support to Army COMSEC users, troubleshooting specialized cryptographic equipment, software, keys, and operational issues. This role supports the Army’s Communications Security Operations Center (CSOC), ensuring secure, reliable, and compliant COMSEC operations. Technicians will analyze issues, guide customers through resolutions, escalate complex problems, and support testing and deployment of new COMSEC technologies. This position is ideal for technically strong, customer‑focused professionals who thrive in a fast‑paced, mission‑critical environment and enjoy solving complex technical issues that directly support communications security. This is an opportunity to join a team of dedicated professionals at a leading organization, working on innovative projects that directly support national security. The role offers career advancement and professional development while contributing to critical missions and operations. **Job Responsibilities:** - Provide Tier 2 technical support for COMSEC systems and devices, including MGC/CHO, ACES, SKL, TKL, iApp, and associated hardware/software. - Troubleshoot, diagnose, resolve, and document COMSEC hardware, software, connectivity, configuration, and encryption-related issues. - Analyze incident tickets, perform technical investigations, and determine appropriate corrective actions to ensure timely resolution. - Support customers via phone, Microsoft Teams, and email by providing clear technical guidance and issue resolution. - Utilize HPeSM and other government systems to research incidents, document troubleshooting activities, and maintain accurate service records. - Escalate complex issues to higher-tier support, COMSEC Subject Matter Experts (SMEs), or vendors and track resolution through closure. - Perform COMSEC account operations, including key management, transfers, destruction, device initialization, INE configuration, ECU loading, and OTAD support. - Install, configure, maintain, and support COMSEC workstations, peripheral devices, and validated hardware/software upgrades. - Assist Army COMSEC accounts during technology refreshes, modernization efforts, and fielding of new capabilities. - Participate in testing and evaluation of emerging COMSEC technologies and incorporate lessons learned into operational procedures and user guidance. - Maintain configuration management records and ensure COMSEC accounts remain compliant with applicable standards and policies. - Document customer interactions, troubleshooting steps, resolutions, procedures, reports, and project deliverables. - Support customer satisfaction initiatives and provide timely follow-up to ensure successful issue resolution. - Maintain proficiency in COMSEC technologies, Army regulations, and security policies, including AR 380-40 and TB 380-41. *Please note this job description is not designed to cover or contain a comprehensive…