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Help Desk Technician

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Job ID: 202611
Location: COLORADO SPRINGS, CO, United States
Date Posted: Jun 30, 2020
Category: Information Technology
Subcategory: Technical Svcs
Schedule: Full-time
Shift: Day Job
Travel: Yes, 10 % of the Time
Minimum Clearance Required: TS/SCI
Clearance Level Must Be Able to Obtain: TS/SCI
Potential for Remote Work: No

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Job Description


SAIC is seeking Help Desk Technicians to support installation, operations, maintenance, repairs, and modification of equipment in support of the Cheyenne Mountain Air Force Station (CMAFS) Network Control Center (NCC) Help Desk Work Center, by performing a variety of maintenance and technical support on products, such as equipment, integrated systems, and subsystems, and software at customer and field locations 24/7. 


The NISSC II effort establishes requirements for OM&S that support classified communications and processing for Command and Control (C2) capability in organizational work centers at Cheyenne Mountain Air Force Station (CMAFS), Peterson Air Force Base (PAFB), Colorado; Offutt AFB (OAFB), Nebraska; Vandenberg AFB (VAFB), California; and other sites, worldwide.  This specific position will have a place of performance in Colorado Springs.

The Help Desk Technician:
  • Resolves technical problems and answers queries by telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems.

  • Diagnoses, identifies, isolates and analyzes problems utilizing historical database records.

  • May route calls to product line specialists.
  • Maintains and updates records and tracking databases.

  • Alerts management to recurring problems and patterns of problems.

Additionally, the Help Desk Technician will:

  • Initiate, track, and conclude all actions in Remedy

  • Track replenishment efforts and status in Remedy
  • Assign ticket numbers for outages in Remedy
  • Assign maintenance actions to work centers through Job Control

  • Review status and update open tickets
  • Report job status to the Systems Center
  • Verify closure status with customer
  • Generate monthly, quarterly, and semi-annual performance statistics

  • Provide “first look” network administration as required

  • Coordinate and participate in installation and renovation projects

  • Must be willing to work flexible shifts and days as required

  • Perform other duties as required to support the NCC mission


Technical Skills and Background Experience Requirements:

  • Must possess a DoD Final Top Secret clearance
  • Must possess experience with and have the proven ability to operate, learn and understand Air Force Information Technology, network, and client operations

  • Must independently determine, and develop and approach to solutions within established guidance

  • Bachelors and two (2) years or more experience; Masters and 0 years related experience.  In lieu of a degree, additional specialized technical training equivalent to a technical Associate degree and/or demonstrated ability to perform assigned technical/para-engineering tasks, and 5 years or more of directly related experience

  • Must possess the necessary information technology and computer skills to:

    • Provide fast and efficient resolution to a wide variety of customer computer and network problems

    • Refer non-ancillary actions to Comm Focal Point for resolution

    • Resolve user application questions

    • Resolve user network resource application questions

    • Use network management tools

  • Must be able to troubleshoot and resolve customer workstation issues in a Microsoft Windows Operating System environment

  • Possess the ability to troubleshoot and repair network issues in a Microsoft Operating System environment

  • Be able to troubleshoot and repair network printers

  • Possess effective customer skills
  • Must have flexibility to work different shifts as needed

  • (S)he will be subject to a government security investigation and must meet eligibility requirements for access to classified information

  • (S)he may be trained and must pass initial and recurring evaluations to maintain employment

  • Must meet minimum certification requirement for DoD Directive 8570, “Information Assurance Training, Certification, and Workforce Management”. This position requires a minimum certification associated with IAT Level I, which may be met with an A+, Network+ or higher. Candidate must possess a qualifying 8570 certification within 3 months of hire date.  Initial certification expenses will not be covered by the NISSC II program.   

Desired Skills:
  • Familiarity with Agile and/or SAFe practices.
  • Experience with Atlassian Suite


SAIC is a premier technology integrator solving our nation's most complex modernization and readiness challenges. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes high-end solutions in engineering, IT, and mission solutions. Using our expertise in existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions. We are 25,500 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, Virginia, SAIC has pro forma annual revenues of nearly $7.1 billion. For more information, visit For ongoing news, please visit our newsroom. For SAIC benefits information, see Working at SAIC. EOE AA M/F/Vet/Disability

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