Tier 3 Help Desk Support Specialist

Description

SAIC, a leading provider of systems engineering & integration, systems development & deployment, intelligence analysis and targeting, and training solutions for the Intelligence Community, is seeking creative and dedicated professionals to fulfill their career goals and objectives while delivering mission excellence on programs of national importance.

SAIC is seeking Tier 3 Help Desk Support Specialists to join the Machine-assisted Analytic Rapid-repository System (MARS) Advanced Development Operations (DevOps) and Sustainment Support (ADOS) program and provide on-site technical and administrative support to facilitate operations of critical MARS infrastructure and services. This effort focuses on providing a comprehensive set of System/ Software Engineering and IT Services to maintain, sustain, enhance, and improve/ modernize MARS.

The ideal candidate will be located in the National Capital Region.

• *Please note that this is contingent upon contract award, with an anticipated decision expected by fall 2025**

The Tier 3 Help Desk Support Specialist responsibilities include, but are not limited to:

• Provide Tier 3 support for IT infrastructure, including servers, storage, and networking equipment
• Follow an Agile and DevOps execution model that integrates services, hardware, software, and data support
• Document and maintain current hardware and software maintenance support actions and licenses required to successfully provide operation, sustainment, and maintenance support to the system partners/external stakeholders
• Document all operations performed by end users, system operators, and system maintainers including periodic, scheduled maintenance
• Identify and document underlying causes of recurring issues and implement long-term solutions
• Troubleshoot and resolve complex hardware, software, and network issues
• Develop and maintain documentation of systems, processes, and troubleshooting procedures

Qualifications

• Active TS/SCI with Polygraph
• Experience supporting the Intelligence Community (IC)
• Excellent customer service and interpersonal skills – strong focus on creating a positive user experience
• Bachelors with 9+ years of experience, or an additional 4 years of experience in lieu of degree
• Experience as the primary point of contact for escalated support issues from Tier 1 and Tier 2 support
• Experience with ITIL processes and best practices
• Strong leadership and mentoring abilities

Desired Qualifications:

• Experience using JIRA for service desk management
• CompTIA Security+ Certification
• CCNA Certification
• AWS Certification

Target salary range: $80,001 - $120,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.