Helpdesk Analyst

SAIC; San Diego (CA); On-site; USD 65,000 - 85,000; Full time

Job summary

SAIC is seeking a Junior TACNET ISEA Network Engineer to be based onsite in San Diego, CA. The role supports CB-ISEA across ADNS, CANES, CENTRIXS, FSW, ISNS, SCI networks, VIXS and WRBS programs.

The position requires a U.S. citizen with an active Secret clearance, Security+ and IAT 2 within 6 months. Shifts include 5am-12pm, 1pm-9pm, or 9pm-5am, with 24/5 coverage and on-call as needed.

Qualifications

• Bachelor's degree required; experience in lieu of degree may be considered.
• U.S. Citizenship required; active Secret clearance to start.
• IAT 2 certification within 6 months; CCNA/MCSA/MCSE etc. considered as options.
• Experience with CANES, ADNS, CENTRIXS, FSW, ISNS/ORT, ONE-NET, SCI‑Networks, SUB-LAN, VIXS, WRBS etc. a plus.
• Experience with basic networking concepts and protocols; Windows OS in enterprise environments.

Responsibilities

• Provide distance support and troubleshooting to USN Fleet users/administrators on TACNET CB-ISEA networks.
• Interface with Active Duty personnel and US Government employees for break/fix support.
• Respond to technical requests via in-person, phone, and email; analyze Enterprise LAN shipboard issues.
• Log interactions in HELIX; escalate urgent issues as needed; generate activity and data reports.
• Provide server, network, desktop, and peripheral break-fix and remote support; liaise with Navy customers.

Skills

IT Helpdesk

Customer service

Problem analysis

Problem solving

Attention to detail

Windows OS

Office suite

Databases

Education

Bachelor's Degree

Tools

HEAT

TrackIT

Remedy

Peregrine

HELIX

Cisco switches/routers

Job description

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 escal ate 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.

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.