Help Desk Tier2 Technician

Job Description

Tier 2 Help Desk support acts as the second line of IT support, handling complex, non-routine technical issues escalated from Tier 1. These experienced technicians (often requiring 2-4 years of experience) perform deeper, specialized troubleshooting for hardware, software, and network problems, often utilizing remote desktop tools for direct user support. This position is on-site in San Diego, CA.


Essential Functions/Job Duties:

• Work directly with customers in a technical role.
• Responsible for asset installation/configuration, operation and maintenance of systems hardware, software and related infrastructure.
• Configure and manage operating systems (Windows and Linux), applications (commercial and government), networks (IPs, subnets, etc.), and network equipment (switches).
• Configure and manage DOD and IC standard distributed authentication services.
• Review documented and maintain comprehensive knowledge base articles, standard operating procedures (SOPs), and technical guides for Tier 1 and Tier 2 teams to use in resolving common issues and adhere to government policies.
• Perform regular file archival and purge, as necessary.
• Create, change and delete user accounts per request.
• Repair and recover from hardware or software failures for multiple sites.
• Work with internal development teams, to report and resolve bugs, request feature enhancements, and address product-related issues on Linux platforms.
• Contribute technical content and tutorials to product documentation.
• Familiarity with distributed systems like Hadoop, HBase/Accumulo, Spark and Kafka.
• Experience with Puppet, Ansible, Terraform, Bash, Powershell, and Python tools.
• A strong understanding of security concepts, best practices and how to apply them, such as Secure Shell, public key encryption, access credentials, certificates, TLS, and data encryption to include Department of Defense and Intelligence Community security policies/processes.
• Workplace Skills:
  • Problem solving.
  • Customer Service.
  • Communication/Patience.
  • Organized with attention to detail and accuracy.
  • Ability to represent successful completion of work in Agile Management systems (e.g. Jira, Confluence, GitLab).
• Position Requires onsite support in a classified environment.
  • Remote work supported only in limited capacity (short duration, NIPR) and with approval of the sponsor.

Qualifications

Typical Education and Experience:

• Bachelors and two (2) years or more experience; Masters and 0 years related experience.
• 4+ years of experience with implementation and understanding of Engineering principles in a professional environment.
• A minimum of 2-3 years of progressive IT support experience, with at least 2-3 years in a Tier 1 or a similar role with a focus on Linux environments.
• Experience maintaining, configuring, operating and troubleshooting electronic computer interface systems and network equipment.
• Knowledge of U.S. Government computers, networks, and security beneficial.
• Past experience administering server-side technology and networked computing systems.
• Critical thinking and problem-solving skills.
• Patient and professional demeanor, with a can-do attitude.
• Familiarity with DNS / DHCP / Kickstart / LDAP / Kubernetes / Red Hat 7&8 / Windows 10 / ACAS / Rancher / Grafana / Cloud Security Gateway.
• Maintain and update system documentation.
• Willingness to learn new technologies.
• Ability to surge hours worked through events.
• Able to create simple scripts (i.e. powershell or bash).
• Ability to automate installation, configuration, and provisioning using Infrastructure as Code tools like Terraform, Ansible, Puppet, and Chef.
• Ability to configure and manage operating systems (Windows and Linux), applications (commercial and government), networks (IPs, subnets, etc.), and network equipment (switches).
• Ability to configure and manage DOD and IC standard distributed authentication services.
• Advantageous to have knowledge of DOD and IC network infrastructures.
• Knowledge of Joint IO Range, Defense Research and Engineering Network, and other similar environments beneficial.
• Operates standard computer-based business tools (including but not limited to Microsoft Word and Excel) effectively with a high degree of competency.
• Ability to capture essential procedural instructions for tasks in a manner repeatable by others.
• Demonstrates excellent clear and concise verbal communication skills.
• Active communicator - giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate.

Certifications:

• IAT Level 1 (CompTIA Security + and OS/Computing Environment certification).

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.