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Help Desk Support Technician with Active Secret Clearance

Job ID: 203340
Location: SAN DIEGO, CA, United States
Date Posted: Mar 20, 2020
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.


Desired Qualifications

 




Overview

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 23,000 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, Virginia, SAIC has pro forma annual revenues of nearly $6.5 billion. For more information, visit saic.com. 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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