Help Desk Specialist

Potential for Remote Work: ORA_ON_SITE

Description

SAIC has an immediate opening for a Help Desk Technician to support the Special Operations Forces Information Technology Enterprise Contract (SITEC) - This critical position is located at Homestead AFB, FL.

The responsibilities and tasks associated with each requirement play a pivotal role to SOCSOUTH, and ultimately the end-users who operate around the globe 24x7x365.

Roles and Responsibilities:

• Provides support to users in resolving problems using help desk center tools including Remedy, MECM, VMWare, ESXi and NetApp ONTAP.
• Supports electronic mail, account creation and maintenance, standard desktop applications, and applications developed by the Government.
• Provides EOC site/local help desk services and acts as the POC for creating, responding to, and resolving end user incidents.
• Coordinates Incident Reports and Service Request resolutions with the proper personnel at the various site locations, while tracking resolutions from initiation to conclusion on behalf of the end user.
• Creates tickets within the Remedy IT Service Management (ITSM) tool.
• Troubleshoots and repairs end user devices.
• Installs and troubleshoots software.
• Re-images hardware.
• Performs shared file access maintenance.
• Maintains accounts.
• Creates tokens.
• Resets CAC/Token pins.
• Maintains local registration authority capabilities.
• Provides information and tracking on IT Projects, ASIs, incidents, and changes that impact customers Ensuring incidents are routed and/or escalated to the appropriate support group.
• Escalates tickets to other IT support groups and/or vendor support staff.

Qualifications

Required Qualifications:

• Min 6 years with HS Diploma; 4 years with AS/AA; or 2 years with BS/BA.
• Active DoD TS/SCI clearance.
• DoD 8570 IAT II Certification.

Years of Experience:

• Min 6 years with HS Diploma; 4 years with AS/AA; or 2 years with BS/BA.

Clearance Requirement:

• A DoD security clearance at the TS/SCI level is required.

SAIC's approximately 15,000 employees are driven by integrity and mission focus to serve customers in the U.S. federal government. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $4.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see .