Help Desk Technician (Hybrid- Annapolis, MD)

Fairwinds Technologies, L

14h•$70,000 - $90,000•Hybrid

About The Position

The C-UAS Helpdesk Technician provides front‑line technical support for deployed DHS C‑UAS systems, including RF/radar/EO‑IR sensors, C2 software, networking/backhaul, power/trailer systems, and cybersecurity‑controlled environments. This role supports operators, engineers, testers, and field deployment staff by troubleshooting issues, handling tickets, maintaining system baselines, and ensuring that all support actions align with DHS Systems Engineering Life Cycle (SELC) documentation quality and lifecycle traceability expectations.

Requirements

Must be a U.S citizen with an ACTIVE security clearance of at least the SECRET level.
Associate’s or Bachelor’s degree in IT, Computer Science, Engineering Technology, Cybersecurity, or related field.
5+ years’ experience in IT support, technical helpdesk, or field support roles; preferably supporting software intensive or sensor based systems
Demonstrated ability to troubleshoot software applications, networking, Windows/Linux environments, and operator workstations.
Experience maintaining technical documentation consistent with lifecycle/CM practices (ISO 10007, IEEE 828).
Familiarity with DHS SELC or similar acquisition lifecycle frameworks (DoD 5000 series, NASA SE, etc.).
Ability to produce accurate, traceable helpdesk tickets and support artifacts

Responsibilities

Provide first line and second line troubleshooting to assist operators, analysts, test engineers, and field personnel with system access, basic workflows, and troubleshooting of C2 software, sensor data feeds, network/backhaul links, trailerized components, and operator workstation issues.
Resolve incidents following structured CM/documentation procedures consistent with configuration identification and status accounting.
Escalate unresolved issues to engineering, cybersecurity, or deployment teams with root cause notes and full technical context.
Monitor system health, logs, alerts, and mission critical sensor feeds; document anomalies according to SELC artifact standards.
Support data integrity checks, ensuring correct metadata, timestamps, and configuration baselines are maintained.
Maintain and update tickets in accordance with lifecycle documentation principles.
Ensure issue histories, reproduction steps, and resolution details are traceable across software versions and CM baselines.
Support preparation of helpdesk related artifacts for SELC technical reviews.
Provide quick reference materials, FAQs, and update logs to reduce repeat issues and build user competence.
Enforce security controls during support tasks—password resets, multi factor provisioning, secure storage handling, appropriate logging—helping ensure RMF compliance.
Assist cybersecurity teams by collecting system configuration information that feeds into RMF evidence packages.
Assist the Test Engineers and Field Deployment Lead during lab testing and field events.
Document issues discovered during DT/OT and distribute findings according to SELC requirements for technical reviews and lifecycle decision artifacts.