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Help Desk Specialist Level II

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Job ID: 210452
Location: ALBUQUERQUE, NM, United States
Date Posted: Mar 4, 2021
Category: Wage Determination (SCA)
Subcategory: Service Contract Act
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: DOE Q
Potential for Remote Work: No
Benefits: Click here

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Job Description


SAIC is looking to fill a position for Helpdesk Specialist to provide phone, email, web, and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed under this contract. Serve as the first point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac), and printer problems. Provide escalation support for help desk troubleshooting needs and training as well as potential to visit end users in the field as needed.

The Helpdesk Support Specialist will assist users with business process questions and technical issues related to the portfolio of applications supported by the team. You will also provide guidance on business processes and best practices as it pertains to the various applications and help drive quality improvement initiatives. 

Primary Tasks Include:

  • Work closely with our Lead to assist in developing and implementing O&M process improvement initiatives.

  • Respond to Help Desk requests providing the following:

    • Resolution or help to determine root cause of issues

    • Engagement of systems administrators or development team members as necessary

    • Management of user accounts and other Business Administration needs for applications.

  • Provide functional and business process testing to include test case development.

  • Monitor and report on system data and alerts


Required Skills:

  • Candidate must have a minimum 3 years' experience supporting a Windows OS and application support in a large environment

  • Demonstrated ability to learn and expand IT technical skills familiar with granting permission.

  • Strong commitment to customer satisfaction, quality, collaboration, and teamwork.


Desired Skills:

  • Strong attention to detail and follow-through skills.

  • Excellent communication and technical writing skills.

  • Demonstrated ability to explain, describe, and clarify when expected.

  • Experience in functional and business process testing to include test case development.

  • Analytics and Data Management

  • Certifications: ITIL, DevOps, Agile, Certified Analytics Professional (CAP), Project Management.



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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