Tier 1 Helpdesk Technician – DCCS & WHC‑FORWARD Support

Position Overview

The Tier 1 Helpdesk Technician provides frontline technical support for the Deployable Communications Capability Services System (DCCS) and Western Hemisphere Command‑Forward (WHC‑FORWARD). This role ensures uninterrupted access to critical communications, software, hardware, and mission systems for geographically dispersed users operating in dynamic, forward‑leaning environments. The technician serves as the first point of contact for troubleshooting, user assistance, and escalation of technical issues impacting operational readiness.

Location: Colorado Springs, CO

Salary Range: $53,000 - $60,000

Key Responsibilities

• Responds to calls, emails, and service requests from users experiencing issues with hardware, software, operating systems, email, and mission‑specific applications.
• Assesses and troubleshoots Tier 1 technical problems, applying foundational knowledge of communications systems, IT hardware, and software.
• Determines whether issues stem from hardware (e.g., modems, printers, cables, telephones), software configurations, or user error.
• Guides users through structured problem‑solving steps to restore functionality.
• Documents all support interactions, troubleshooting steps, and resolutions.
• Collaborates with Tier 2/3 teams, system administrators, and engineering staff to research and solve complex issues.
• Revises user manuals and procedures to reflect system updates or lessons learned.
• Supports deployment, configuration, and sustainment of DCCS and WHC‑FORWARD systems.
• Maintains awareness of system baselines, updates, and configuration changes.
• Contributes to after‑action reviews and continuous improvement of support processes.
• Ensures all helpdesk activities align with mission timelines, operational requirements, and security protocols.

Required Qualifications

• Minimum 3 years of hands‑on experience troubleshooting deployed communications systems, tactical communications equipment, or expeditionary IT environments.
• Proven ability to troubleshoot and provide support to multiple deployed SATCOM equipment and networks such as: iDirect platforms, Tampa Microwave terminals, Starshield systems, Lite Coms solutions, and L‑3 Technologies hardware, RHN and DoD Teleport architectures, narrowband SATCOM radios and LMRs, Wideband HF radios and antennas, VTC and Telephony systems, WAN systems, as well as HAIPE Type I, AES-256, and CSfC.
• Experience applying workforce elements aligned with the DoD Cyber Workforce Framework (DCWF) as outlined at https://cyber.mil/cw/dcwf, including cyber hygiene, incident reporting, privileged user responsibilities, secure system handling, and configuration/change tracking.
• Experience supporting fielded or forward‑operating users and diagnosing issues across hardware, software, network connectivity, and mission‑specific systems.
• Foundational knowledge of computer hardware, software, operating systems, and network fundamentals.
• Experience providing Tier 1 helpdesk or customer support in technical environments.
• Strong communication skills with the ability to explain technical concepts to non‑technical users.
• Experience documenting troubleshooting steps, solutions, and recommendations.

Compensation- Salary

At Fairwinds, we consider many factors when it comes to compensation, including the scope of the position as well as your background and experience. Base pay may vary depending on job-related knowledge, skills, location and experience. Additional incentives may be provided as part of the compensation package, in addition to a range of medical, financial, and/or other benefits.

Position Type/Expected Hours of Work

This is a full time, exempt position.

Work Authorization/Security Clearance:  

Must be eligible to work in the US.

AAP/EEO Statement

Fairwinds Technologies, LLC is an Equal Opportunity Employer – M/F/Veteran/Disability/Sexual Orientation/Gender Identity