Help Desk Specialist

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 purpose of the Special Operations Forces Information Technology Enterprise Contract (SITEC) 3 Enterprise Operations and Maintenance (EOM) Task Order (TO) is to provide SOCSOUTH, its Component Commands, its Theater Special Operations Commands (TSOCs),and its deployed forces with Operations and Maintenance (O&M) services to maintain Network Operations (NetOps); maintain systems and network infrastructure; provide end user and common device support; provide configuration, change, license, and asset management; conduct training, and perform Install, Move, Add, Change (IMACs) services. 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

• Active DoD TS/SCI clearance.

• DoD 8570 IAT II Certification.

• 6 years experience with a High School Diploma; OR 4 years of experience with an AS/AA; or 2 years of experience with a BS/BA.

REQNUMBER: 2613365

SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability