What are the responsibilities and job description for the Technical Helpdesk position at SAIC?
Job Details
Job ID: 2502626
Location: HONOLULU, HI, US
Date Posted: 2025-02-27
Category: Wage Determination (SCA)
Subcategory: Service Contract Act
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: Interim Secret
Clearance Level Must Be Able to Obtain: Secret
Potential for Remote Work: No
Description
SAIC is hiring for a Technical Helpdesk to support the US Army's Army Enterprise Service Desk (AESD) team at Ft Shafter in Honolulu, HI to resolve technical problems (Tier 1) at a classified level and answers queries by telephone or self-service ticket in support of customer computer hardware, software, network, system/application access, and telecommunications systems.
NOTE: This is a fully onsite position; schedule is typically M-F 4am/5am - 1pm/2pm Hawaii time.
This position can support ~$50k (dependent upon education and experience)
JOB DESCRIPTION:
Qualifications
REQUIRED EDUCATION AND EXPERIENCE:
REQUIRED CLEARANCE:
REQUIRED CERTIFICATION:
Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
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.
Location: HONOLULU, HI, US
Date Posted: 2025-02-27
Category: Wage Determination (SCA)
Subcategory: Service Contract Act
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: Interim Secret
Clearance Level Must Be Able to Obtain: Secret
Potential for Remote Work: No
Description
SAIC is hiring for a Technical Helpdesk to support the US Army's Army Enterprise Service Desk (AESD) team at Ft Shafter in Honolulu, HI to resolve technical problems (Tier 1) at a classified level and answers queries by telephone or self-service ticket in support of customer computer hardware, software, network, system/application access, and telecommunications systems.
NOTE: This is a fully onsite position; schedule is typically M-F 4am/5am - 1pm/2pm Hawaii time.
This position can support ~$50k (dependent upon education and experience)
JOB DESCRIPTION:
- Apply basic enterprise diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures
- Diagnose, identify, isolate, and analyze problems utilizing historical database records
- Respond to customer support requests in a fast, efficient and friendly manner
- Resolve customer incidents and requests if able or assign to higher tiers
- Route calls to product line specialists, application, or system support specialists
- Escalate complex problems to higher level of expertise within organization
- Document all customer interactions within a ticketing system
- Alert management to recurring problems and patterns of problems
- Provide customers with a reference number for their incident/request
Qualifications
REQUIRED EDUCATION AND EXPERIENCE:
- High School Diploma or GED and 0-1 years of customer service or helpdesk experience
- Familiar with Windows environment
- Basic understanding of networking concepts and protocols
- Experience with Microsoft Office Suite
- Knowledge on how to query and tailor reports from a database
- Strong Oral and written communication skills
- Customer Service orientated
REQUIRED CLEARANCE:
- Must be able to obtain a full Secret Clearance; Interim Secret required prior to start, SAIC will help to obtain
REQUIRED CERTIFICATION:
- Must have a current DoD 8570 IAT Level I or higher certification, prior to start, such as A CE, Network CE, Security CE, CySA , OR CASP CE, etc
Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
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.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
Salary : $40,001 - $80,000
