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EDIS Tier I Help Desk Support

Job ID: 2015020
Location: COLORADO SPRINGS, CO, United States
Date Posted: Oct 5, 2020
Category: Customer Support
Subcategory: Call Center Support
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: Top Secret
Clearance Level Must Be Able to Obtain: TS/SCI
Potential for Remote Work: No

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Job Description


SAIC is seeking a Tier I Help Desk Support for the Engineering, Development, Integration, and Sustainment (EDIS) program in support of the Enterprise Ground Services (EGS) task order service center team in Colorado Springs, CO.  The EGS Service Center team provides premier front line support to the development and operational communities of EGS. This position will be supported in shifts within a 24x7x365 environment requiring flexibility in work hours. 


The candidates selected for these positions will:

  • Provide front line technical support and triage of inbound requests and incidents from local and remote users via walk-up, calls, chat, email, and online support
  • Provide excellent customer service to the end user as the customer facing point of contact to IT Support to supported users 
    • Create and manage detailed tickets in the provided incident management system 
    • Accurately escalate incidents that cannot be resolved by Tier 1 to higher Tiers 
    • Perform account maintenance tasks including, but not limited to, user account provisioning, unlocks, permissions, and password resets
    • Support commercial and customer specific applications and software
    • Assist with set up, installation, and configuration of hardware and software, diagnose, isolate, and resolve issues with network connectivity, create, edit, and update documentation, instructions, and knowledge base articles
  • Effectively determine when to escalate issues to specialist teams


  • Must have a High school diploma or equivalent
  • Active Top Secret Clearance with the ability to obtain a TS/SCI
  • Must have at least one year of experience in a support or help desk environment 
  • Ability to obtain a CompTIA A+ or equivalent certification required for DoD 8570 Information Assurance Technical (IAT) Level 1 compliance
  • Proven hardware/software troubleshooting experience
  • Proven ability addressing technical issues via in-person, telephone, email, and chat
  • Experience with common software and operating systems
  • Knowledge of IT support best practices
  • Availability to work flexible hours in a 24x7x365 environment
  • Associate Degree in related discipline
  • Experience with SAP
  • Already maintain an active CompTIA A+ or equivalent certification required for DoD 8570 IAT Level 1 compliance
  • Additional technical certifications such as A+, N+, MCP, MCSE, CCNA, VCA 
  • Familiarity with government IT environment and administrative processes 
  • Familiarity with service desk tools, such as Atlassian Jira Service Desk or ServiceNow


SAIC is a premier technology integrator solving our nation's modernization and readiness challenges. Our offerings across defense, space, civilian, and intelligence markets include high-end solutions in engineering, IT, and mission outcomes. We integrate the best components from our portfolio with our partner's ecosystem to deliver innovative and effective solutions. We are 25,500 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, VA, SAIC has annual revenues of nearly $7.1 billion. For information, visit or Working at SAIC for benefits details. SAIC is an Equal Opportunity Employer empowering people no matter their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or veteran status. We strive to create a diverse, inclusive and respectful work culture that values all.

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