Service Desk Technician

Saic; Adelphi (MD); On-site; USD 40,000 - 80,000; Full time

Job summary

SAIC seeks a Service Desk Technician II to serve as the face of a new team, resolving Tier I and II issues for the Army Research Laboratory in Adelphi, MD. This on-site role interacts with users and stakeholders to ensure timely incident resolution.

Responsibilities include supporting hardware and software, recommending improvements, and coordinating with Tier III and other teams. Requires DoD clearance and relevant certifications.

Qualifications

• High School Diploma with 2 years IT/Service Desk experience.
• Experience with Cisco products.
• Active DoD Secret clearance, willingness to obtain Top Secret clearance.
• IAT Level II certification or higher; M365 Endpoint Administrator within 6 months.

Responsibilities

• Provide Tier I and II support for hardware and software.
• Recommend system improvements to usability of information systems and networks.
• Route and escalate requests to Tier III and other teams for resolution.
• Collaborate with network services and applications teams to restore services.

Skills

Excellent communication

Problem solving

Self-starter

Team collaboration

Education

High School Diploma

BA/BS in CS/IS preferred

Tools

Cisco products

Microsoft 365 Endpoint Administrator

Job description

Description

SAIC is seeking a Service Desk Technician II to serve as the face of a new team, interacting directly with users and stakeholders to resolve Tier I and Tier II technical issues for the Army Research Laboratory in Adelphi, MD. Work is performed on site.

Join our dynamic team at a top-tier organization, where work-life balance and employee well-being take center stage. This exciting opportunity lets you contribute to cutting-edge projects while safeguarding our national security.

Job Responsibilities:

• Provide Tier I and Tier II technical support for hardware and software.
• Recommend system modifications to enhance the usability of Information Systems and network resources.
• Route and upscale requests to Tier III and other teams for quick customer issue resolution.
• Work alongside network services, software systems engineering teams, and/or application development teams to restore service and correct core problems.

Qualifications

Required Education and Yrs of experience:

• Must have a High School Diploma with two (2) years of relevant experience working in an IT or Service Desk environment.
• Experience with Cisco products.

Clearance Requirements:

• Must be a US Citizen.
• Must have an active DoD Secret Clearance. And must be willing to obtain a Top Secret clearance.

Required Certification

• IAT Level II Certification equivalent or higher per DoD 8570/DoD 8140 (CompTIA Security+ CE, CCNA Security, GICSP, GSEC, SSCP, etc.).
• Must receive Microsoft 365 Certified: Endpoint Administrator Associate, or equivalent, within 6 months of start date.

Preferred

• BA/BS degree in Computer Science, Information Systems, or a related field with a comprehensive understanding of computer science concepts.
• CCNA highly preferred.
• Experience creating and modifying documentation for technical processes and procedures.
• Experience working in a Department of Defense (DoD) environment.
• A problem solver and troubleshooter who thrives in resolving complex problems.
• Strong self-starter requiring minimal supervision.
• Excellent communication skills (written and oral) and interpersonal skills.
• Excellent organizational skills, attention to detail, and ability to prioritize and manage multiple tasks.

Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.