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. 

SAIC® is a premier mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, intelligence, and civilian markets includes secure high-end solutions in mission IT, enterprise IT, engineering services, and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives.