Help Desk Specialist

Job ID: 2501185

Location: HUNTSVILLE, AL, US

Date Posted: 2025-02-04

Category: Information Technology

Subcategory: Technical Svcs

Schedule: Full-time

Shift: Day Job

Travel: No

Minimum Clearance Required: Secret

Clearance Level Must Be Able to Obtain: None

Potential for Remote Work: No

Description

The Help Desk Specialist will provide Tier I technical support to remote customers in CONUS and OCONUS locations. Utilizing training provided by the MEDUSA and OEM Training teams, along with documents and a Digital Playbook to capture common failures and solutions, the candidate will be responsible for maintaining trouble tickets and work orders, providing effective support and escalating issues as necessary.

Job Duties/Responsibilities:

• Provide Tier I technical support to remote customers in CONUS and OCONUS locations, utilizing training provided by the MEDUSA and OEM Training teams, documents provided, and a Digital Playbook to capture common failures and solutions.
• Open and maintain trouble tickets and work orders, seeking additional team member support as needed.
• Perform duties including but not limited to: account administration, distribution of software and documentation, system and network status updates, problem management, and root cause analysis processes.
• Document problems and troubleshooting efforts, maintaining and updating the CPMT Trouble Ticket Software and COLTS Inventory/Status Software.
• Escalate unsolved work orders to higher tier support as necessary and report recurring problems to management.
• Maintain rotating on-call responsibilities in support of a 24/7 Help Desk.
• Current shifts include M-F 8 hours a day (during training), covering shifts when someone is sick or on leave. Once fully trained, work a hybrid shift in the office 3 days a week. Participate in on-call shifts rotation for hours outside of the standard work week.
• Ability to work shift work if the schedule changes to 24/7 behind the desk.

Qualifications

Active DoD Secret Clearance is required for this position.

Education and Experience:

• Bachelor's Degree and 3 years related experience or;
• Associate's Degree and 7 years related experience, or;
• High School Diploma and 9 years related experience.

Qualifications:

• Comprehensive knowledge in Administrator access with computers and a solid understanding of software fundamentals.
• Ability to communicate moderately complex or technical information, ideas, and results effectively in both oral and written form; compose correspondence and reports.
• Experience in troubleshooting and repair within computer and networking support, IT concepts, and software applications.
• Ability to learn complex system communications between Server/Operator Station (C2) and Military Sensor/Weapon Systems.
• Ability to think logically and act decisively in critical situations.

Additional Requirements:

• Security (Plus) certification.
• Experience with tactical networks and troubleshooting.
• In field operator training.
• Troubleshooting of computer systems and networks.
• Ability to effectively prioritize and execute tasks in high-pressure environments.
• Able to work independently and efficiently with short term deadlines.
• Willingness to travel (10%).
• Willingness to work shifts, including on-call responsibilities as part of a 24/7 Help Desk support team.
• Ability to adapt to changing schedules and work environments.

Join our team and be a key player in providing vital technical support to our remote customers, ensuring smooth and efficient operations across various locations.

SAIC accepts applications on an ongoing basis and there is no deadline.

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.

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