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Form of workJob Description
Description
SAIC is seeking a Tier 1 Help Desk Lead, also known as the TSS C4I Help Desk Lead, is a pivotal role in our operations, responsible for overseeing the smooth and effective running of day-to-day distance support activities at Tier 1. As the first line of support for Navy customers and PMW-160, this role requires a dynamic leader who can ensure that high-quality technical assistance and escalation triage is provided efficiently within a secure environment. If escalated to Tier 2, Lead will interface with TSS Leads and customers as necessary. The Lead will manage the Tier 1 Help Desk Analysts (HDAs), maintain classified information processing protocols, and continuously enhance support procedures in collaboration with key stakeholders to meet evolving customer needs. This position is onsite in San Diego, CA.
JOB DUTIES:
- Manage and Maintain Helpdesk and schedule (24/5)
- Manage the escalation and control of tickets using the HELIX system
- Brief Leadership on Current status of HD
- Maintain ticketing continuity and maintain timelines for customer
- Maintain access to Navy ESU servers
Qualifications
REQUIREMENTS:
- Bachelor’s degree in Information Technology, Computer Science, or a related field; or equivalent military or professional experience.
- Minimum of 2 years' experience in a Help Desk environment with at least 1 year in a leadership role.
- Maintain DoD 8570 IAT Level 2 Certification
- Maintain AZ – 104 : Microsoft Certified: Azure Administrator Associate
- A SECRET security clearance is required for this position.
- Willingness to work on-call or after hours as needed to maintain 24/5 support.
DESIRED SKILLS:
- Strong understanding of Help Desk, PMW-160 POR systems, databases, and remote control.
- Familiarity with TACNET and the specific needs of Navy Customers.
- Demonstrated ability to lead and develop a team of technical support personnel.
- Excellent problem-solving skills and ability to make decisions quickly under pressure.
- Effective communication skills with a focus on customer service.
- Experience working within secure environments and handling classified information.
Target salary range: $105,001 - $115,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
SAIC accepts applications on an ongoing basis and there is no deadline.
Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.
Overview
SAIC® is a premier Fortune 500® technology 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.
We are approximately 24,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer, fostering a culture of diversity, equity and inclusion, which is core to our values and important to attract and retain exceptional talent. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.4 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.
