Technical Support Specialist

SAIC; Beale Air Force Base (CA); Hybrid; USD 80,000 - 120,000; Full time

Job summary

SAIC is seeking a Technical Support Specialist to join the Site Support Team at Beale AFB, CA in a hybrid remote role. You will provide Tier 0/1 user support, manage Jira Service Management tickets, and assist with onboarding and training activities for operators and engineers.

The role requires TS/SCI clearance, US citizenship, and experience delivering Tier 0/1 IT support in secure environments. Strong documentation and customer service skills are essential for success.

Qualifications

• AA degree in a related field or high school + 5 years of relevant experience.
• TS/SCI clearance and US citizenship.
• Security+ or CISSP or equivalent certification.
• Experience delivering Tier 0/1 technical support for IT systems.
• Ability to troubleshoot common user issues on Windows/Linux and basic networks.
• Experience using Jira Service Management or similar ticketing systems.
• Strong customer service and clear documentation skills.
• Ability to operate in classified environments with security/compliance.

Responsibilities

• Provide Tier 0/1 support via walk-up and Jira Service Management tickets.
• Troubleshoot account access, MFA, permissions, and CMCC app usage.
• Resolve common VPN, DNS, firewall, and profile sync issues.
• Escalate complex problems to Lead FSR and engineering teams.
• Assist with user onboarding and basic system familiarization.
• Maintain clear ticket records with steps and resolutions.
• Support classroom/testlab setup and operator orientation.
• Suggest SOP and knowledge base improvements based on recurring issues.
• Monitor queues and maintain SLA awareness; assist with device setup.

Skills

Tier 0/1 support

Customer service

Ticketing systems

Windows/Linux

Documentation

Education

AA Degree related discipline

High School + 5 years experience

Tools

Jira Service Management

Confluence

GitLab

Job description

Description

SAIC is a trusted leader in delivering advanced commandandcontrol capabilities across the Department of the Air Force, bringing deepexpertisein howcuttingedgetechnologies are engineered, secured, and delivered to the fight. At the center of this mission, the Common Mission Control Center (CMCC) unifies data, sensors, mission applications,cloudbasedservices, and emerging AIenabled automation to give warfighters a decisive edge—turning complex, multidomain information into fast, clear, and actionable decisions in the moments that matter most. The CMCC System Facilitator contract positions SAIC to accelerate how new capabilities are integrated, tested, secured, and transitioned into operational use, working sidebyside with operators, engineers, Capability Providers, and government teams to ensure every delivery strengthens mission readiness. This effort offers the chance to directly shape how the Air Force sees, decides, and acts across all domains—making a tangible and immediate impact on warfighter effectiveness.

SAIC is hiring a Technical Support Specialist to serve as a Tier 0/1 member of the Site Support Team, working under the Lead FSR / Site Support & Training Lead. This role focuses on direct user assistance, Help Desk triage, account/access support, basic workstation troubleshooting, and operator-facing support during training, exercises, and operational events. The Specialist III resolves routine issues, documents actions clearly, and escalates higher complexity problems per established procedures.

This position will be hybrid remote located at Beale AFB, CA.

Job Duties include:

• Provide Tier 0/1 support through walk-up assistance and Jira Service Management tickets for operators, engineers, and distributed node users.
• Troubleshoot user level issues involving account access, MFA, permissions, workstation configuration, and CMCC application usage.
• Resolve common connectivity issues (VPN, DNS, firewall prompts, profile sync, certificate issues) within Tier 0/1 scope.
• Escalate issues beyond Tier 1 (environment, network, platform, or system-level faults) to the Lead FSR for routing to engineering/cyber teams.
• Assist with user onboarding by initiating account creation requests, validating user access, and supporting basic system familiarization.
• Maintain clear, accurate ticket documentation, including issue details, troubleshooting steps, and resolution notes.
• Support classroom/testlab setup and operator orientation during training events and exercises.
• Identify recurring issues and provide input for updates to SOPs, troubleshooting guides, and knowledge base articles.
• Monitor ticket queues, notify leadership of aging or high-impact issues, and maintain SLA awareness.
• Help maintain workstation configurations, peripherals, and local setup to ensure operator readiness.

Qualifications

Required Qualifications:

• AA Degree in related discipline and three (3) years related experience; Or, High School and five (5) years related experience with relevant certification.
• TS/SCI clearance and US citizenship.
• Certifications: Security + CISSP or equivalent.
• Experience delivering Tier 0/1 technical support for IT systems or mission applications.
• Ability to troubleshoot common user issues across Windows/Linux clients, authentication, and basic networking.
• Experience using ticketing systems (Jira Service Management or similar).
• Strong customer service skills when interacting with operators and engineering personnel.
• Clear, concise documentation of issues and troubleshooting actions.
• Ability to work in classified environments and maintain compliance with access/security policies.

Desired Qualifications and Experience:

• Experience supporting DoD command centers, IT operations, or mission support environments.
• Familiarity with multi-enclave or multiclassification workflows.
• Exposure to Confluence, GitLab, or observability tools.
• CompTIA Security+, A+, or Network+ (or ability to obtain).
• Strong communication skills and ability to follow structured procedures.
• Basic familiarity with PowerShell/Bash helpful for simple diagnostics.

Target salary range: $80,001 - $120,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.