Help Desk Specialist

Job Description

We are seeking a dependable and customer-focused Help Desk Technician I to provide first-level technical support to our end users. As the first point of contact for IT-related issues, you will play a critical role in delivering timely resolutions, troubleshooting technical problems, and ensuring user satisfaction. The ideal candidate will have basic technical knowledge, excellent communication skills, and a commitment to providing superior customer service. In this role, you will manage and resolve a variety of IT support requests, including software, hardware, and network issues, while escalating unresolved problems to higher-level support teams as necessary. This is an excellent opportunity for a detail-oriented individual eager to grow their IT expertise in a dynamic and fast-paced environment.

Duties:

• Provide Tier 1 technical support for end-user computing equipment, software applications, and infrastructure supporting FLETC operations
• Troubleshoot and communicate with end-users via software tools, telephone, or in-person
• Install and/or replace end-user computing equipment
• Perform preventative maintenance work on end-user computing equipment
• Maintain accurate records of software/hardware installation and relocation
• Interact with network infrastructure, applications, and other IT experts to resolve and/or identify and correct core problems
• Escalate complex issues to Tier 2/3 as appropriate and follow established IT policies, security requirements, and service management practices

Qualifications

Minimum Qualifications:

• 6 months or more of experience troubleshooting software and hardware in a customer service role
• Excellent problem-solving, analytical, written, and verbal communication skills (English)
• High School Diploma or equivalent required; Associate degree in IT preferred
• CompTIA A+ or Network+ preferred
• U.S. Citizen; must pass Federal Law Enforcement Background Investigation; Secret Clearance preferred (not required)

About Us

SAIC® is a premier mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, intelligence, and civilian markets includes secure high-end solutions in mission IT, enterprise IT, engineering services, and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives.


We are approximately 23,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.3 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.