Senior Help Desk Specialist

Job Description

Description

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 (Net Ops); 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 Net App 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