Clarity Innovations is a trusted national security partner, dedicated to safeguarding our nation’s interests and delivering innovative solutions that empower the Intelligence Community (IC) and Department of Defense (DoD) to transform data into actionable intelligence, ensuring mission success in an evolving world. Our mission-first software and data engineering platform modernizes data operations, utilizing advanced workflows, CI/CD, and secure DevSecOps practices. We focus on challenges in Information Warfare, Cyber Operations, Operational Security, and Data Structuring, enabling end-to-end solutions that drive operational impact. We are committed to delivering cutting-edge tools and capabilities that address the most complex national security challenges, empowering our partners to stay ahead of emerging threats and ensuring the success of their critical missions. At Clarity, we are people-focused and set on being a destination employer for top talent, offering an environment where innovation thrives, careers grow, and individuals are valued. Join us as we continue to lead innovation and tackle the most pressing challenges in national security. Program Goals Learn: Professional growth during your internship can be exposure to the Cyber Operations domain, learning a new programming language, or perfecting a new tradecraft technique. Contribute: There is a seat at the table for every one of our interns from day one. It is our goal that by the time you leave, your fingerprint is on a true operational contribution. Have Fun: Your time in our program may be limited, but the memories will last. It is our goal that you enjoy your time here and want to come back. Hire: The road doesn’t end at just the internship! Our end state is to bring on former interns full time after completing their school work. Role Within the Cyber Network Operations teams students will be expected to perform rapid research on payload techniques related to other projects we currently support. They will also perform research on devices of interest to our customers to find access mechanisms. Responsibilities - Reverse engineering and vulnerability research - System analysis and N-day triage - Research on Operating Systems and related technologies - Fuzzer development and application Required Qualifications - Pursuing a BS in Computer Engineering, Computer Science, or a related field - Ability to obtain and maintain a Top Secret Security Clearance - Experience with Bash Scripting, Reverse Engineering and Ethical Hacking - Understanding of network programming fundamentals, particularly with networking, data structures, and data models - Comfortable in a high-trust, adaptable team environment Preferred Qualifications - Special focus on initial access across high priority hardware, software and various operating systems - Prior experience with Vulnerability Research #LI-Remote We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Role Description The Service Desk Team Leader plays a pivotal leadership role in ensuring a customer-focused, efficient, and effective service desk operation. Reporting to the IT Manager, the position has responsibility of service team performance, service delivery outcomes, and the continuous improvement of service standards. The role is a senior and integral part of the TalentNeuron ICT Department, and the position provides opportunities to further develop skills and experience, in areas of technology and team leadership as appropriate to the company need. The position has a high degree of autonomy in managing the day-to-day activities required of the role, and combines service excellence, team leadership, and operational oversight of all service operations within the department. Primary Duties & Responsibilities - Lead, mentor and support a team of high performing ICT support staff, to deliver first-class IT support services - Oversee daily operations of the Service Desk, ensuring timely resolution of incidents and service requests in line with agreed SLAs. - Monitor and manage ticket flow via the ticketing system and resource scheduling with efficiency. - Act as a primary escalation point for complex technical issues affecting our users and business - Act as a subject matter expert on service desk operations, systems, and customer service practices. - Ensure consistent and effective communication with end users including teaching staff, administration, parents and students. - Develop and maintain ICT knowledge base articles and standard operating procedures. - Monitoring and improving service quality through performance metrics, knowledge sharing, and proactive engagement with stakeholders. - Collaborating with IT teams on broader technology initiates and projects - Work with external vendors to deliver seamless client outcomes and tackle challenges head-on - Provide regular reporting on service desk performance and key metrics. - Follow up with customers on an ad-hoc basis to identify areas for improvement and provide customer feedback to the appropriate internal teams. - Support the ICT Operations Manager in planning and delivering ICT Initiatives. What You Will Bring: - Previous experience in a Service Desk leadership or senior IT support role in a global environment supporting users in different time zones - Outstanding communication (verbal & written) and stakeholder management skills, with the ability to build trust and influence outcomes. - Procurement of IT devices for end-users - Familiarity with ITIL Frameworks and Service Management practices - Exceptional problem-solving and analytical skills. - A deep commitment and passion to customer service excellence. - Excellent organisational and time management skills. - Exceptional communication skills and effective liaison with a broad cross-section of people including teaching, administration staff and external providers. - Ability to work under pressure, establish priorities and set and achieve work goals. - Education professional with demonstrated proficiency in supporting a complex ICT environment. Key Performance Indicators: - Customer satisfaction rate. - Service team (employee) satisfaction rate and retention rate - First contact resolution rate. - High percentage of Incidents responded to and resolved within target OLAs and SLAs. - Clear documentation of day-to-day procedures. - Asset allocation precision. - Ability to perform tasks after training without continual follow up reinforcement. - Ability to set priorities and maintain deadline. - Timely escalation of issues to the ICT Operations Manager where appropriate. - Maintain neat and tidy workplace. Technical Skills: - Experience with Windows, macOS, iOS device support and Microsoft 365 applications. - Knowledge of Sharepoint and Teams administration - Knowledge of Microsoft Defender - Knowledge of MDM Applications such as Intune/Autopilot. - Proven experience in ITIL, ticketing systems and customer service principles. - Experience in OnBoarding / OffBoarding process in a global environment - Experience with Security Incident Management and root cause analysis - Experience with Atlassian Management - Nice to have: experience with Okta - Nice to have: experience with Jira Service Management - Nice to have: experience with AWS Qualifications: - A minimum of 5+ years of hands-on, relevant IT Support experience - Tertiary qualifications or accreditation in Service Management methodologies such as ITIL would be highly beneficial. - Industry-recognized certifications such as Microsoft, CompTIA A+, Network+ and/or Security+x, or equivalent TAFE certification would be an advantage, but not essential. We’re an equal opportunity employer. All applicants will be considered without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

• Offer first line of defense troubleshooting practices to solve day-to-day issues for all Viamedia staff from a technical perspective. • Help facilitate any work that needs to be completed, whether that work is in a Viamedia office or MSO partner’s headend. • Monitor all systems both Headend and Network related; and provides advanced troubleshooting skills. • Helps to maintain daily technical run rate reports, noting any problems to show potential issues or areas for improvement. • Process schedules and verifications on a daily basis. • Ability to work with minimal or no supervision. • Run rate integrity, maintaining highest possible success rate of spot playback. • Assign with project facilitation, oversight, and completion of assignments. • Create and maintain reports as needed or assigned. • Pursue higher level of understanding of partner/vendor products. • Provide outstanding customer service to both internal and external customers.

• Troubleshoot, configure, and maintain SD-WAN infrastructure and services. • Monitor network performance, identify bottlenecks, and implement enhancements. • Provide advanced troubleshooting and problem resolution for SD-WAN environments. • Lead network projects, including firmware, patches, vulnerabilities, and documentation. • Serve as the highest point of technical escalation for network issues, particularly those related to SD-WAN and network technologies. • Perform root cause analysis for complex network problems and develop permanent solutions. • Collaborate with Tier 1 and 2 technicians, providing mentorship and guidance. • Provide essential support to voice and data customers, ensuring prompt and effective service delivery. • Assist in managing tickets within support queues, adhering to established processes, SLAs/SLOs/KPIs.