Help Desk Specialist

SAIC has an immediate opening for a Help Desk Technician to support the Special Operations Forces Information Technology Enterprise Contract (SITEC) - This critical position is located at Homestead AFB, FL.

The purpose of the Special Operations Forces Information Technology Enterprise Contract (SITEC) 3 Enterprise Operations and Maintenance (EOM) Task Order (TO) is to provide SOCSOUTH, its Component Commands, its Theater Special Operations Commands (TSOCs),and its deployed forces with Operations and Maintenance (O&M) services to maintain Network Operations (NetOps); maintain systems and network infrastructure; provide end user and common device support; provide configuration, change, license, and asset management; conduct training, and perform Install, Move, Add, Change (IMACs) services. The responsibilities and tasks associated with each requirement play a pivotal role to SOCSOUTH, and ultimately the end-users who operate around the globe 24x7x365.

Roles and Responsibilities: 

• Provides support to users in resolving problems using help desk center tools including Remedy, MECM, VMWare, ESXi and NetApp ONTAP. 


• Supports electronic mail, account creation and maintenance, standard desktop applications, and applications developed by the Government. 


• Provides EOC site/local help desk services and acts as the POC for creating, responding to, and resolving end user incidents. 


• Coordinates Incident Reports and Service Request resolutions with the proper personnel at the various site locations, while tracking resolutions from initiation to conclusion on behalf of the end user. 


• Creates tickets within the Remedy IT Service Management (ITSM) tool. 


• Troubleshoots and repairs end user devices. 


• Installs and troubleshoots software. 


• Re-images hardware. 


• Performs shared file access maintenance. 


• Maintains accounts. 


• Creates tokens. 


• Resets CAC/Token pins. 


• Maintains local registration authority capabilities. 


• Provides information and tracking on IT Projects, ASIs, incidents, and changes that impact customers Ensuring incidents are routed and/or escalated to the appropriate support group. 


• Escalates tickets to other IT support groups and/or vendor support staff. 

• Active DoD TS/SCI clearance.  
• DoD 8570 IAT II Certification.
• 6 years experience with a High School Diploma; OR 4 years of experience with an AS/AA; or 2 years of experience with a BS/BA.