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Technical Helpdesk

Job ID: 2315593
Location: HONOLULU, HI, United States
Date Posted: Nov 29, 2023
Category: Wage Determination (SCA)
Subcategory: Service Contract Act
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: Interim Secret
Clearance Level Must Be Able to Obtain: Secret
Potential for Remote Work: No Remote
Benefits: Click here

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Job Description


SAIC is hiring for a Technical Helpdesk to support the US Army’s Army Enterprise Service Desk (AESD) team at Ft Shafter in Honolulu, HI to resolve technical problems (Tier 1) at a classified level and answers queries by telephone or self-service ticket in support of customer computer hardware, software, network, system/application access, and telecommunications systems.

NOTE: This is a fully onsite position; schedule is typically M-F 4am/5am – 1pm/2pm Hawaii time.

This position can support ~$50k+ (dependent upon education and experience) 


  • Apply basic enterprise diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures
  • Diagnose, identify, isolate, and analyze problems utilizing historical database records
  • Respond to customer support requests in a fast, efficient and friendly manner
  • Resolve customer incidents and requests if able or assign to higher tiers
  • Route calls to product line specialists, application, or system support specialists
  • Escalate complex problems to higher level of expertise within organization
  • Document all customer interactions within a ticketing system
  • Alert management to recurring problems and patterns of problems
  • Provide customers with a reference number for their incident/request



  • High School Diploma or GED and 0-1+ years of related experience 
  • Familiar with Windows environment

  • Basic understanding of networking concepts and protocols

  • Experience with Microsoft Office Suite

  • Knowledge on how to query and tailor reports from a database

  • Strong Oral and written communication skills
  • Customer Service orientated


  • Must be able to obtain a full Secret Clearance; Interim Secret required prior to start, SAIC will help to obtain
  • Must be a current US Citizen


  • Must have a current DoD 8570 IAT Level I or higher certification, prior to start, such as A+ CE, Network+ CE, Security+ CE, CySA+, OR CASP+ CE, etc

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.


SAIC® is a premier Fortune 500® technology integrator driving our nation's technology transformation. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes secure high-end solutions in engineering, digital, artificial intelligence and mission solutions. Using our expertise and understanding of existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective and efficient solutions that are critical to achieving our customers' missions.

We are approximately 24,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer, fostering a culture of diversity, equity, and inclusion, which is core to our values and important to attract and retain exceptional talent. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.9 billion. For more information, visit For ongoing news, please visit our newsroom.

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