Service Desk Technician

Scientific Applications & Research Associates, Inc. (SARA) is a world-class Defense Research and Development enterprise, with a charter to create new and emerging technology innovations in support of Commercial & Government organizations. We have expertise in RF, EMP, Pulsed Power, Acoustics and Threat Warning Systems, and we prioritize partnering with our customers to address real-world problems with cost-effective solutions... that work.

SARA is looking for a remarkably talented, motivated, and experienced Service Desk Technician to support activities onsite out of our Cypress location, supporting our organization in Cypress, CA and remotely for Colorado Springs, CO. The candidate will have the opportunity to grow and learn to support our talented engineers, physicists, and technicians on long-standing programs and new programs supporting our customers.

This position will analyze problems and provide technical assistance, support, and advice to end users for hardware, software, and systems. This work involves a range of various duties related to IT support, including troubleshooting, documenting issues, and escalating complex problems to higher-level support teams when necessary. This position is also responsible for the controlled and secure transfer of data between different systems, networks, or security domains. This role often involves ensuring data integrity, security compliance, and adherence to established protocols.

Core Responsibilities:

• Provide basic to intermediate technical support to customers and peers including application and hardware support, troubleshoot network connectivity, and assist with requests regarding account administration, training, distribution and documentation of software, system, and network status
• Technical Support:
  • Responding to user inquiries via phone, email, or in person
  • Troubleshooting hardware and software problems
  • Guiding users through problem-solving steps
• Incident Management:
  • Logging and tracking support requests in a ticketing system
  • Prioritizing and managing incidents based on severity
  • Following up with users to ensure problem resolution
• Documentation:
  • Creating and maintaining documentation of common issues and solutions
  • Updating knowledge bases and support resources
  • Accurately recording all support interactions
• Customer Service:
  • Providing excellent customer service and maintaining a professional demeanor
  • Communicating technical information clearly and concisely
  • Ensuring user satisfaction with support services
• System Maintenance:
  • Assisting with software installations and updates
  • Performing basic system maintenance tasks
  • Monitoring system performance and identifying potential issues
• Secure Data Transfers:
  • Conducting data transfers between different security levels (e.g., unclassified to classified).
  • Using authorized procedures and tools to sanitize and review data before transfer.
• Security Compliance:
  • Ensuring compliance with relevant security policies and regulations (e.g., DoD 8570.1, Risk Management Framework).
  • Maintaining accurate records and logs of all data transfer activities.
  • Working closely with Information System Security Managers/Officers (ISSMs/ISSOs)
• Work independently and as part of a team to troubleshoot and solve hardware and software issues for the user community
• Interact daily with IT Leadership and customers; interaction normally involves exchange or presentation of information via the phone, email, or face-to-face communication
• Interact well with peers, end users, and external support organizations in a professional and courteous manner
• Be comfortable working in a fast-paced semi-virtual environment
• Periodically provide after-hours support to ensure complete problem resolutions and project successes

Requirements:

• 2 - 4 years of related IT support experience
• Ability to obtain DoD 8570.1 certification IAT Level II (CompTIA Security+)
• Strong technical problem-solving skills
• Strong written, spoken, analytical, and interpersonal skills
• Customer service experience
• Ability to make decisions that have moderate impact on immediate work unit
• Ability to perform multiple tasks and meet critical deadlines while maintaining accuracy and quality
• Ability to organize, prioritize and allocate workload for optimum efficiency
• US Citizenship with DoD Secret security clearance (Active)
• May require moderate physical effort, involving standing, sitting and use of hands while performing duties, carrying or lifting up to 45 pounds
• Working environment is usually indoors, moderately quiet, reasonably clean, well-lighted and well-ventilated, moderate physical hazards may exist

Preferred Qualifications:

• 5 - 7 years of related IT experience
• Active CompTIA A+ certification
• Active CompTIA Security+ certification

SARA offers a competitive benefits package to include:

• Medical, dental, vision, disability and life insurance; and other supplemental programs
• A generous PTO program (vacation, sick, holiday)
• Tuition & certification reimbursement
• Flexible work schedules
• Discretionary Employee bonuses
• 401(k) match/profit sharing
• Employee Stock Ownership Plan (ESOP)

Pay Range:


Salary at SARA is determined by various factors, including but not limited to location, the individual's particular combination of education, knowledge, skills, competencies, and experience, as well as contract-specific affordability and organizational requirements. The projected compensation range for this position is $32 - $46 (hourly USD). The estimate displayed represents the typical salary range for this position and is just one component of SARA's total compensation package for employees. Positions are on-site, unless indicated otherwise.

SARA is an equal employment opportunity employer.