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Help Desk Support Technician with Active Secret Clearance

Job ID: 1927389
Location: SAN DIEGO, CA, United States
Date Posted: Nov 13, 2019
Category: Information Technology
Subcategory: Network Technician
Schedule: Full-time
Shift: Rotating
Travel: No
Minimum Clearance Required: Secret
Clearance Level Must Be Able to Obtain: Secret
Potential for Teleworking: No

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Job Description

Description

SAIC is seeking a TACNET Fleet Help Desk Support Technician (with an Active DoD SECRET and/or TS/SCI clearance) in San Diego, CA.

This role will support the Tactical Networks (TACNET) Capabilities Based In Service Engineering Agent (CB-ISEA). TACNET CB-ISEA supports the sustainment and modernization of Automated Digital Network System (ADNS), Consolidated Afloat Network and Enterprise Services (CANES), Combined Enterprise Regional Information Exchange System Maritime (CENTRIXS-M), Integration Shipboard Networking System (ISNS), Sensitive Compartmented Information Networks (SCI-N), Video Information Exchange System (VIXS), and Wireless Reachback System (WRBS) Naval Information Warfare Center Pacific (NIWC-PAC) PMW160 Programs of Record (POR) systems. Support is provided to United States Navy (USN) Fleet Users/Administrators.

Job Duties include:
  • Via distance support (Help Desk), provide technical assistance and troubleshooting steps to USN Fleet Users/Administrators with PMW160 TACNET CB-ISEA supported networks.
  • Responds to requests for technical assistance in person, over the phone, and via email.
  • Diagnose and resolve basic technical hardware and software issues as well as logistics and administrative questions.
  • Research questions using available information resources: technical manuals, operating and administrator guides, fleet advisory messages (FAMs), and internal approved knowledge base(s).
  • Advise customer on appropriate action(s) towards resolution.
  • Follow standard help desk procedures.
  • Log all help desk interactions in IT Service Management (ITSM)/Remedy.
  • Redirect problems to appropriate resources.
  • Identify and escalate situations requiring urgent attention.
  • Track and route problems and requests and document resolutions.
  • Prepare various activity reports and respond to data and metrics calls.
  • Stay current with system information, changes and updates.
  • Works on assignments that are moderately complex in nature.
  • Interacts daily with supervisor, peer groups, and customers.
  • Interaction normally involves exchange or presentation of factual information.
  • Supports rotating shifts provide 24 hour support 5 days per week with occasional on-call weekends.


Qualifications

Required Education, Clearance and Experience:
  • AA Degree in related discipline and one (1) year related experience, OR High School and two (2) years of related experience with relevant certification.
  • Active Secret Clearance.
  • Have OR able to obtain a CompTIA Security+ within 6 months of employment. 
  • Experience with basic networking concepts and protocols
  • Experience supporting Microsoft Office and Windows OS in an enterprise environment
  • Familiarity with Excel, PowerPoint, Outlook, Word and Database Software
  • Understanding of Databases and knowledge Management tools.
  • Knowledge on how to query and tailor reports from a database.
  • Ability to work any 8-hour shift assigned including evenings and overnight.
  • Strong Oral and written communication skills
  • Customer Service orientated
  • Problem analysis
  • Problem-solving
  • Attention to detail

Desired Qualifications

 
  • 1+ years of prior IT Helpdesk related work experience in a Windows call center environment.
  • 1 year of experience with HEAT, TrackIT, Magic, Remedy, Peregrine, or other Ticketing systems is a must.
  • Familiarity with one of the following systems a PLUS: CANES, ADNS, CENTRIXS, ISNS/ORT, ONE-NET, SCI-Networks, SUB-LAN, VIXS, CND and SCIP-IWF.




Overview

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

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