Technical Helpdesk

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

Job ID 2615912
LocationHonolulu, HI, US
Date Posted2026-08-20
CategoryInformation Technology
SubcategoryComputer Operator
ScheduleFull-Time
ShiftDay Job
TravelNo
Minimum Clearance RequiredInterim_Secret
Clearance Level Must Be Able to ObtainSecret
Potential for Remote WorkORA_HYBRID
Description
SAIC is hiring for a Technical Helpdesk to support the US Army’s Army Enterprise Service Desk (AESD) team in Honolulu, HI to resolve technical problems (Tier 1) and answers queries by telephone or self-service ticket in support of customer computer hardware, software, network, system/application access, and telecommunications systems.
NOTE This is a hybrid remote opportunity. This Helpdesk operates 24/7/365 - shift is based on coverage needed.
This position can support ~$53k+ (dependent upon education and experience)
Job Description

• Apply basic enterprise diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures
• Diagnose, identify, isolate, and analyze problems utilizing historical database records
• Respond to customer support requests in a fast, efficient and friendly manner
• Resolve customer incidents and requests if able or assign to higher tiers
• Route calls to product line specialists, application, or system support specialists
• Escalate complex problems to higher level of expertise within organization
• Document all customer interactions within a ticketing system
• Alert management to recurring problems and patterns of problems
• Provide customers with a reference number for their incident/request
  

Qualifications
REQUIRED EDUCATION AND EXPERIENCE

• 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 orientated
  

Required Clearance

• Must be able to obtain a full Secret Clearance; Interim Secret required prior to start, SAIC will help to obtain
• Must be a current US Citizen
  

Required Certification

• Ability to obtain a DoD 8570 IAT Level I or higher certification, prior to start, such as A+CE, Network+ CE, Security+ CE, CASP+ CE, etc
  

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