Service Desk Technician

SAIC is seeking a Service Desk Technician to support the United States Air Force in its goal of developing an interoperable system of system in a cloud-based command and control (CBC2) environment. The Advanced Battle Management System (ABMS) CBC2 goals include achieving alignment with the Joint All Domain Command and Control (JADC2) vision of improved information sharing, layered security, common data and architecture standards, system resiliency, faster implementation, and more effective cross-domain capabilities, including the ability for any sensor to inform any shooter across all domains.

The Mid-Level Tier 1 Service Desk Technician serves as a frontline technical resource, providing day-to-day operational support and troubleshooting for workstations, servers, and operating systems within a secure defense contracting environment. This role applies proven troubleshooting methods to resolve common hardware, software, licensing, and account-related issues, while triaging and escalating more complex or security-related concerns to appropriate internal teams to ensure timely remediation. The technician performs routine system monitoring, assists with scheduled software installations and upgrades, and supports data integrity and backup processes in accordance with established IT policies and procedures. This role requires solid technical proficiency and the ability to work with a degree of independence on standard issues, while recognizing when escalation is needed to maintain appropriate urgency and service levels. This role requires that the candidate be on-call on a weekly rotating basis and is a 100% on-site position.

Key Responsibilities

• Performs day-to-day operational support and maintenance for workstations, servers, and operating systems
• Triages and assesses security issues, engaging internal service teams and escalating as necessary to ensure timely remediation and appropriate urgency
• Utilizes proven troubleshooting methods across a range of tasks, including validating physical layer and licensing issues, resolving username/password problems, confirming proper hardware/software setup, assisting users in navigating applications, and providing customer education
• Works with a degree of independence to troubleshoot and resolve common technical issues, escalating complex problems as needed
• Assists with scheduled software installations and upgrades to operating systems and layered software packages, in accordance with established IT policies and procedures
• Monitors system performance and reports anomalies or degradation to appropriate teams
• Supports workstation/server data integrity by following established procedures for software and hardware configuration
• Conducts hardware and software audits of workstations and servers to verify compliance with established standards, policies, and configuration guidelines
• Follows and helps reinforce standard operating procedures and IT policies among end users

Required Qualifications

• Bachelor’s in Computer Information Systems, Computer Science, related degree and 2 years or more experience
• Must have a current DoD 8140/8570 IA Baseline Certification, IAT Level II (example: Security+ CE, CCNA Security, CYSA+, etc.)
• Must be a current US Citizen
• Current DoD Secret clearance and TS/SCI eligible

Desired Qualifications

• Experience using ServiceNow, or a similar ticketing system as an Agent
• Experience in a DoD military operations support centers
• Experience managing standing up and troubleshooting Windows Operating Systems in virtual and physical environments
• Experience working with Microsoft Active Directory
• Experience supporting cloud based environments (Preferably AWS)
• Familiarity with AWS fundamentals sufficient to assist users with cloud-hosted resources and escalate complex issues appropriately