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Help Desk Technician

Job ID: 2019943
Location: SAN DIEGO, CA, United States
Date Posted: Dec 31, 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: None
Potential for Remote Work: No
Benefits: Click here

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Job Description

Description

Job Description: SAIC is seeking a Help Desk Technician (TACNET) in San Diego, CA.
 
Note:  Must have a minimum active DOD Secret and the ability to work any 8-hour shift assigned including evenings and overnight. 
 
About the Position: 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:
  • 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 Clearance:
  • Active Secret clearance or higher clearance accepted
Required Education and Experience:
  • High School and two (2) years of related experience OR AA Degree and one (1) year related experience
  • Have or be able to obtain a CompTIA Security+ within 3 months of employment.
  • Have or be able to obtain a CompTIA Network+ within 1 year of employment 
Required Experience:
  • 1+ years of IT support experience in a Windows environment.
  • Experience with HEAT, TrackIT, Magic, Remedy, Peregrine, or other Ticketing systems.
  • 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
  • Knowledge on how to query and tailor reports from a database.
  • Strong Oral and written communication skills
  • Customer Service orientated
Desired Qualifications:
  • 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 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 saic.com 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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