Hybrid Technical Helpdesk Technician - AESD Support

SAIC; Honolulu (HI); Hybrid; USD 40,000 - 80,000; Full time

Job summary

SAIC is hiring a Technical Helpdesk to support the US Army’s AESD team in Honolulu, HI. The role resolves Tier 1 tech problems via phone or self-service tickets for hardware, software, network, and telecom systems, with 24/7/365 coverage in a hybrid remote setup.

Candidates need a HS diploma or GED with 0-1+ years’ related experience, plus Windows, networking, Office Suite skills and DoD 8570 IAT Level I or higher certification eligibility.

Qualifications

• High School Diploma or GED and 0-1+ years of related experience with relevant certification.
• Familiar with Windows environment.
• Basic understanding of networking concepts and protocols.
• Experience with Microsoft Office Suite.
• Knowledge on how to query and tailor reports from a database.
• Strong oral and written communication skills.
• Customer service oriented.

Responsibilities

• Apply basic enterprise diagnostic techniques to identify problems and propose solutions.
• Diagnose, identify, isolate, and analyze problems using historical data.
• Respond to customer support requests via telephone or ticketing system.
• Resolve incidents or escalate to higher tiers as needed.
• Route calls to product line or system support specialists.
• Escalate complex problems to higher levels of expertise within the organization.
• Document all customer interactions within a ticketing system.
• Alert management to recurring problems and patterns.
• Provide customers with a reference number for their incident/request.

Skills

Windows environment

Networking concepts

Microsoft Office Suite

Oral and written communication

Customer service orientation

Report querying from database

Education

High School Diploma or GED

Job description

SAIC is hiring a Technical Helpdesk to support the US Army’s AESD team in Honolulu, HI. The role resolves Tier 1 tech problems via phone or self-service tickets for hardware, software, network, and telecom systems, with 24/7/365 coverage in a hybrid remote setup.

Candidates need a HS diploma or GED with 0-1+ years’ related experience, plus Windows, networking, Office Suite skills and DoD 8570 IAT Level I or higher certification eligibility.