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Help Desk Lead

Job ID: 2015618
Location: IDAHO FALLS, ID, United States
Date Posted: Nov 23, 2020
Category: Information Technology
Subcategory: Technical Svcs
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: Public Trust
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: No
Benefits: Click here

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Job Description


SAIC seeks an experienced Help Desk Lead who is a customer-oriented IT professional to provide direct supervision of Call Center agents for a US Federal Government client. You will solve technical problems and provide support for all assigned areas. The goal is to make sure that customer service is maintained to their high standards. You will be responsible for ticket escalation (working advanced tickets) - escalating tickets to other teams (i.e.) networking team, datacenter team, etc. Managing SLA expectations, assigning tickets to engineers on your team, daily ticket reviews.


The successful candidate will be responsible for supervising and providing subject matter expertise support to a team of Call Center Help Desk agents performing the following:

  • Customer support and assistance with Dell/Apple/Android; tablets, desktops, laptops, workstations, printers and other peripheral devices, including, but not limited to, mice, keyboards, card readers, label printers and scanners.
  • Provide support and maintaining for software on Apple/Windows/Linux platforms
  • Support Data back-ups and data recovery
  • Support and assistance with network connectivity issues,
  • Firewall requests and troubleshooting.
  • Virtual Private Network (VPN) requests, including configuration and troubleshooting of VPN software.
  • Network site issues
  • Domain Name Service (DNS) issues, including troubleshooting of IP and hostname access and errors.
  • Mail Flow and Network file share requests and transfers, including mapping of share, access to share and access control changes and ability to print from drives
  • Set up, troubleshoot and schedule conferences via video chat, conference room, and web
  • Assist and support messaging and collaboration through calendars, contacts, drives, email and groups
  • Active Directory domain accounts, including user accounts and service IDs.
  • Personal Identity Verification (PIV) encryption.
  • RSA soft and hard VPN tokens, including PIN resets and resyncing of the token code.
  • High Performance Computing (HPC) soft and hard RSA tokens, including PIN resets and resyncing of the token code.
  • Cellular Support to include set up, configuration, provisioning, loading software and general issues and questions
  • Support equipment inventory management
  • Cyber Security related issues with devices flagged for virus and/or malware. This includes validation and remediation of the threat and potentially having the network port disabled to segregate the device and quarantining devices and destruction.
  • Telephone directory assistance


Must have ITIL v3 certification or greater as a minimum, as well as Security +, have experience utilizing IT Service Management (ITSM) and be familiar with Microsoft/Mac/Linux and Mobile cellular device management. As this position supports a US Federal Government client, strong proficiency in English and US Citizenship is required. The successful candidate must be capable of obtaining and maintaining a Federal Government security clearance.

  • Proven working experience in providing technical support
  • Advanced Windows/Apple/Android troubleshooting
  • Active Directory proficiency
  • Proficiency in English
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Advanced knowledge of mobile devices, laptops and desktops
  • Advanced knowledge of common desktop applications including the most current version of Microsoft Office
  • Advanced knowledge of client/server printing / applications
  • Strong interpersonal and oral communication skills, attention to details
  • Adept at reading, writing, and interpreting technical documentation and procedure manuals
  • Ability to present ideas and solutions in user-friendly language
  • Highly self-motivated and directed
  • Proven analytical and problem-solving abilities
  • Strong customer service orientation
  • Experience working in a team-oriented, collaborative environment
  • Must be US Citizen capable of obtaining and maintaining a US Government Security Clearance.


Four-year college or university degree desirable and at least four years of similar work experience in a supervisory or management role is required. Equivalent combination of education and experience of at least eight (8) total years is required.


  • Help desk: 4 years (Preferred)


  • Bachelor’s degree (Preferred)


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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