FMV Help Desk Specialist
$110k - $135k/yr+ 401(k) Match
Junior, Mid
Associate's
San Diego, CA, USA
In Person
IT OperationsIT Service Desk & End User Support
No H1B Sponsorship
US Citizenship Required
About the job
Requirements
- 1–4 years of experience in a help desk, service desk, application support, technical support, operations center, or similar user-support environment.
- Strong customer-service and communication skills.
- Strong troubleshooting and analytical skills.
- Ability to methodically gather information and isolate technical problems.
- Experience supporting software applications or web-based systems.
- General understanding of computer systems and network-connected applications.
- Basic understanding of Transmission Control Protocol/Internet Protocol (TCP/IP) networking and network connectivity concepts.
- Experience supporting Windows and/or Linux-based applications or systems.
- Ability to interpret application errors, system messages, logs, alerts, and other basic diagnostic information.
- Ability to clearly document incidents, troubleshooting activities, and resolutions.
- Ability to communicate technical information to users with varying levels of technical experience.
- Ability to recognize when an issue requires escalation and provide technical personnel with useful troubleshooting information.
- Ability and willingness to learn unfamiliar applications, technologies, and operational workflows.
- Must be a U.S. citizen.
- Must possess or be able to obtain an active Secret security clearance or higher.
- Associate's degree from an accredited college or university in an Information Technology or related field of study.
- CompTIA Security+ certification.
Responsibilities
- Provide Tier 1 and Tier 2 help desk support for users of Full Motion Video (FMV) applications and services.
- Serve as a primary point of contact for user questions, technical issues, service incidents, and application problems.
- Assist users with accessing and utilizing FMV applications and capabilities.
- Troubleshoot issues involving FMV playback, video availability, stream quality, latency, buffering, application performance, and user access.
- Verify the availability and status of FMV feeds and associated services.
- Assist users with account access, authentication, permissions, and other common access issues.
- Determine the scope of reported problems, including whether an issue affects a single user, multiple users, a specific video feed, an application, or the broader service.
- Gather relevant information from users to reproduce and diagnose reported problems.
- Perform initial troubleshooting using available system status information, application logs, monitoring tools, and documented procedures.
- Identify known issues and provide established workarounds when appropriate.
- Escalate complex or unresolved incidents to application developers, system administrators, network engineers, or other technical personnel.
- Provide technical teams with useful diagnostic information, including timestamps, affected users, affected FMV feeds, screenshots, error messages, logs, and troubleshooting already performed.
- Track incidents and service requests from initial report through resolution.
- Maintain clear and accurate ticket documentation.
- Communicate incident status, workarounds, and resolutions to users and stakeholders.
- Participate in testing and validation of FMV applications following updates, releases, maintenance activities, or configuration changes.
- Assist with basic functional testing of new application capabilities.
- Develop and maintain knowledge-base articles, troubleshooting guides, frequently asked questions, and user-support documentation.
- Identify recurring user issues and recommend improvements to documentation, training, applications, or support processes.
- Work with development and engineering teams to improve the overall reliability and usability of FMV capabilities.
- Develop an understanding of supported applications and FMV workflows sufficient to provide increasingly effective user support.
Desired Qualifications
- Previous experience supporting Full Motion Video (FMV) systems or applications.
- Experience supporting Intelligence, Surveillance, and Reconnaissance (ISR) systems or related mission applications.
- Familiarity with FMV exploitation, viewing, dissemination, or operational workflows.
- Experience troubleshooting live video, streaming media, or real-time data applications.
- General understanding of video-streaming concepts such as latency, bandwidth, bitrate, codecs, and stream quality.
- Experience supporting applications within a Department of Defense (DoD) or Intelligence Community (IC) environment.
- Experience supporting mission users in an operational environment.
- Experience working with incident-management or help desk ticketing systems.
- Experience supporting systems with defined Service Level Agreements (SLAs) or operational availability requirements.
- Familiarity with cloud-hosted applications and services.
- Familiarity with basic Linux command-line tools.
- Experience creating user documentation, troubleshooting guides, or knowledge-base articles.
- Experience performing application testing or supporting software releases.
About the company
Sigma Defense provides software-driven solutions that improve military communications and decision-making. It specializes in integrating advanced technologies, data analytics, and communication networks to create interoperable systems that share real-time information across all military services and agencies. Its CJADC2 focus means it bridges legacy systems with modern technology to speed access to data and enhance decision-making through sensor analysis and strong network security. The portfolio includes C5ISR, SATCOM, and DevSecOps, and features a Tactical Relay System (a U.S. Government Program of Record) that transports and distributes tactical ISR data. The company uses DevSecOps to enable rapid, secure deployment of capabilities to front-line users, with a team of veterans and technologists developing hardware and software solutions to improve decision quality, speed, and certainty in military operations.
Company Size
51-200
Company Stage
N/A
Total Funding
N/A
Headquarters
Warner Robins, Georgia
Founded
2006
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Simplify's Take
What believers are saying
- July 2026 SUNet 2.0 positions Sigma inside secure AI infrastructure procurement.
- February 2026 CANES reaches $102 million, extending Naval networking work through 2033.
- October 2025 Aries Defense adds UAV sensor fusion and contested-edge ISR distribution.
What critics are saying
- Cedar Lane Technologies litigation ended in 2023, but IP disputes still distract engineering.
- February 2026 CANES depends on one Navy program; contract concentration risks revenue shock.
- SUNet 2.0 is a six-month prototype; failure kills follow-on production and AI ambitions.
What makes Sigma Defense unique
- June 2026 NSA CSfC Trusted Integrator status validates classified-network credibility.
- Sigma Software Studio holds Navy and Marine Corps ATOs across IL2, IL4, IL5.
- Five acquisitions since 2024 deepen CJADC2, EW, SATCOM, and tactical ISR integration.
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Benefits
- Health Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- 401(k) Retirement Plan
- 401(k) Company Match
- Paid Vacation
- Paid Holidays
- Health Savings Account/Flexible Spending Account
- Employee Assistance Program
- Educational Assistance