What are the responsibilities and job description for the Help Desk Specialist position at SAIC?
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
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Roles and Responsibilities
- Provides support to users in resolving problems using help desk center tools including Remedy, MECM, VMWare, ESXi and NetApp ONTA
- Supports electronic mail, account creation and maintenance, standard desktop applications, and applications developed by the Governmen
- Provides EOC site/local help desk services and acts as the POC for creating, responding to, and resolving end user incident
- 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 use
- Creates tickets within the Remedy IT Service Management (ITSM) too
- Troubleshoots and repairs end user device
- Installs and troubleshoots software
- Re-images hardware
- Performs shared file access maintenance
- Maintains account
- Creates token
- Resets CAC/Token pin
- Maintains local registration authority capabilities
- Provides information and tracking on IT Projects, ASIs, incidents, and changes that impact customer
- Ensuring incidents are routed and/or escalated to the appropriate support group
- Escalates tickets to other IT support group
Qualifications
- Active DoD TS/SCI clearance
- DoD 8570 IAT II Certifications
- 8 years of experience with High School Diploma; OR 6 years with AS/AA; or 4 years with BS/BA