Helpdesk Analyst

  SAIC is seeking a Junior TACNET ISEA Network Engineer (Fleet Support) that will work ONSITE in San Diego, CA. This role will support the Tactical Networks (TACNET) Capabilities Based In Service Engineering Agent (CB-ISEA). TACNET CB-ISEA supports the sustainment and modernization of Automated Digital Network System (ADNS), Consolidated Afloat Network and Enterprise Services (CANES), Combined Enterprise Regional Information Exchange System (CENTRIXS), Flank Speed Wireless (FSW), Integration Shipboard Networking System (ISNS), Sensitive Compartmented Information (SCI) Networks, Video Information Exchange System (VIXS), and Wireless Reachback System (WRBS) Programs of Record information systems. 

This position supports a 24/5 networking monitoring. Must be willing to work rotating shifts on weekdays: 5am-12pm, 1pm-9pm, and/or 9pm-5am. In addition, this position supports rotating shifts providing 24 hour support 5 days per week with occasional on-call. This position will feed into a TACNET Network Engineer (on-deck and remote support), weekends.

JOB DUTIES:

• Via distance support (Help Desk/networking monitoring), provide technical assistance and troubleshooting steps to USN Fleet Users/Administrators with PMW160 TACNET CB-ISEA supported networks.
• Interface with Active Duty personnel and US Government employees to provide break/fix support to NAVWAR fielded Tactical Networks in a fast paced, high energy environment.
• Responds to requests for technical assistance in person, over the phone, and via email.
• Analyze issues in an Enterprise LAN Shipboard Environment to determine the best course of action for resolution.
• Diagnose and resolve basic technical hardware and software issues as well as logistics and administrative questions.
• Research questions using available information resources: technical manuals, operating and administrator guides, fleet advisory messages (FAMs), and internal approved knowledge base(s).
• Advise customer on appropriate action(s) towards resolution.
• Follow standard help desk procedures.
• Log all help desk/networking monitoring interactions in HELIX ticketing system.
• Redirect problems to appropriate resources.
• Identify and escalate situations requiring urgent attention.
• Track and route problems and requests and document resolutions.
• Prepare various activity reports and respond to data and metrics calls.
• Stay current with system information, changes and updates.
• Works on assignments that are moderately complex in nature.
• Interacts daily with supervisor, peer groups, and customers.
• Provide server break-fix and provide remote support for server, network, desktop, and peripheral equipment.
• Interface and direct US Navy Customers regarding the proper approach to maintaining US Navy Afloat networks and the associated network components supporting data, voice and/or audio communication activities.
• Interaction normally involves exchange or presentation of factual information.
   

Qualifications

REQUIREMENTS:

• Bachelors Degree; years of experience in lieu of degree to be taken into consideration
• Must be a U.S. Citizen.
• Must have an Active Secret Clearance to start.
• Must have a Security + Certification.
• Must be able to become IAT 2 certified within 6 months of higher date. ITA 2 certification includes a minimum of one additional certification (CCNA, MCSA, MCSE, Linux+, VCP, etc.).
• Familiarity with one of the following systems a PLUS: CANES, ADNS, CENTRIXS, FSW, ISNS/ORT, ONE-NET, SCI-Networks, SUB-LAN, VIXS, WRBS, CND and SCIP-IWF,
• Administration experience with Cisco switches and routers OR Windows Sever.
• Experience with basic networking concepts and protocols.
• Experience supporting Microsoft Office and Windows OS in an enterprise environment.
• Familiarity with Excel, PowerPoint, Outlook, Word and Database Software.
• Understanding of Databases and knowledge Management tools.
• Knowledge on how to query and tailor reports from a database.
• Ability to work any 8-hour shift assigned including evenings and overnight.

 

DESIRED SKILLS:

• 1+ years of prior IT Helpdesk related work experience in a Windows call center environment.
• 1 year of experience with HEAT, TrackIT, Magic, Remedy, Peregrine, HELIX or other Ticketing systems.
• Strong Oral and written communication skills.
• Customer Service orientated.
• Problem analysis.
• Problem-solving.
• Attention to detail.

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.