Tier 2 Help Desk support acts as the second line of IT support, handling complex, non-routine technical issues escalated from Tier 1. These experienced technicians (often requiring 2–4 years of experience) perform deeper, specialized troubleshooting for hardware, software, and network problems, often utilizing remote desktop tools for direct user support. This position is on-site in San Diego, CA.  

Essential Functions/Job Duties

• Work directly with customers in a technical role
• Responsible for asset installation/configuration, operation and maintenance of systems hardware, software and related infrastructure.
• Configure and manage operating systems (Windows and Linux), applications (commercial and government), networks (IPs, subnets, etc.), and network equipment (switches)
• Configure and manage DOD and IC standard distributed authentication services
• Review documented and maintain comprehensive knowledge base articles, standard operating procedures (SOPs), and technical guides for Tier 1 and Tier 2 teams to use in resolving common issues and adhere to government policies.
• Perform regular file archival and purge, as necessary.
• Create, change and delete user accounts per request.
• Repair and recover from hardware or software failures for multiple sites.
• Work with internal development teams, to report and resolve bugs, request feature enhancements, and address product-related issues on Linux platforms
• Contribute technical content and tutorials to product documentation
• Familiarity with distributed systems like Hadoop, HBase/Accumulo, Spark and Kafka
• Experience with Puppet, Ansible, Terraform, Bash, Powershell, and Python tools

• A strong understanding of security concepts, best practices and how to apply them, such as Secure Shell, public key encryption, access credentials, certificates, TLS, and data encryption to include Department of Defense and Intelligence Community security policies/processes

• Workplace Skills

  • Problem solving

  • Customer Service

  • Communication/Patience

  • Organized with attention to detail and accuracy

  • Ability to represent successful completion of work in Agile Management systems (e.g. Jira, Confluence, GitLab)

• Position Requires onsite support in a classified environment

  • Remote work supported only in limited capacity (short duration, NIPR) and with approval of the sponsor 

 

SAIC® is a premier Fortune 500® 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, civilian and intelligence 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.