Description
Description
SAIC, a leading provider of systems engineering & integration, systems development & deployment, intelligence analysis and targeting, and training solutions for the Intelligence Community, is seeking creative and dedicated professionals to fulfill their career goals and objectives while delivering mission excellence on programs of national importance.
SAIC is seeking Tier 1 and 2 Help Desk Support Specialists to join the Machine-assisted Analytic Rapid-repository System (MARS) Advanced Development Operations (DevOps) and Sustainment Support (ADOS) program and provide on-site technical and administrative support to facilitate operations of critical MARS infrastructure and services. This effort focuses on providing a comprehensive set of System/ Software Engineering and IT Services to maintain, sustain, enhance, and improve/ modernize MARS.
The ideal candidate will be located in the National Capital Region.
Please note that this is contingent upon contract award, with an anticipated decision expected by fall 2025.
The Tier 1 and Tier 2 Help Desk Support Specialist responsibilities include, but are not limited to:
- Provide Tier 1 and Tier 2 technical support for remote and on-site system analysis and engineering support services, as well as system administration and operational support in a timely and professional manner
- Ability to work in a 24/7 shift environment
- Provide on-site and remote break/ fix services for MARS equipment, end user software, and associated IT infrastructure in support of the end user
- Log and track support tickets in the service desk system, ensuring accurate documentation of issues, solutions, and follow-ups
- Use the internal knowledge base to resolve issues and assist customers. Continuously update and improve knowledge articles based on recurring customer queries
- Route and escalate requests to Tier 3 and other teams for quick customer issue resolution
- Work alongside network services, software systems engineering teams, and/or application development teams to restore service and correct core problems
Qualifications
- Active TS/SCI with Polygraph
- Experience supporting the Intelligence Community (IC)
- Excellent customer service and interpersonal skills – strong focus on creating a positive user experience
- Experience with remote troubleshooting tools and remote desktop software
- Familiarity with common IT issues and troubleshooting methods
- Experience as the primary point of contact for escalated support issues from Tier 1 and Tier 2 support
- Experience with ITIL processes and best practices
- Strong leadership and mentoring abilities
Tier 1: Bachelor's with 0-4 years of experience, or an additional 4 years of experience in lieu of degree
Tier 2: Bachelor's with 5-8 years of experience, or an additional 4 years of experience in lieu of degree
Desired Qualifications:
- Experience using JIRA for service desk management
- CompTIA Security+ Certification
Target salary range: $80,001 - $120,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
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