Technical Helpdesk

Job Description

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) 

JOB DESCRIPTION:

• 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

Qualifications

REQUIRED EDUCATION AND EXPERIENCE: 

• 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

REQUIRED CLEARANCE: 

• 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

REQUIRED CERTIFICATION: 

• 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

Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

SAIC accepts applications on an ongoing basis and there is no deadline.

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.

Overview

SAIC® is a premier Fortune 500® technology 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, civilian and intelligence 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 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 $7.4 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.