Help Desk Specialist with Security Clearance

Description SAIC has an opening for a Help Desk Specialist to support the Medusa C-sUAS Program. This position will sit in Huntsville, Alabama on a hybrid schedule. Roles and Responsibilities: Provide Tier I technical support to remote customers in CONUS and OCONUS locations, using training provided by the MEDUSA and OEM Training teams, documents provided and a Digital Playbook to capture common failures and solutions. Field phone calls and emails from remote customers within CONUS and OCONUS locations and document issues/problems and troubleshooting efforts, while maintaining and updating the COLTS (LMIS) work orders and Inventory/Status Software. Candidate will open and maintain Work Orders, reaching out for additional team member support as needed. Escalate unsolved Work Orders to higher tier support, as needed, and report recurring problems to management. Current shifts include M-F 8 hours a day (during training), covering shifts when someone is sick or on leave. Once fully trained: will work a hybrid shift in office 3 days a week. On-Call shifts rotation for hours outside of the standard Work Week. Facilitate Site Planning and Site Status meetings Follow up (& document with current updates) with OEMs and Site FSE on open work orders. Other duties to include, but are not limited to account administration, distribution of software and documentation, system and network status, problem management and root cause analysis processes. Rotating on-call responsibilities in support of 24/7 Help Desk Qualifications Education and Experience: AA Degree in related discipline and six (6) year related experience, or High School and seven (7) years of related experience. Qualifications: Comprehensive knowledge in Administrator access with computers and a solid understanding of software fundamentals. Ability to communicate moderately complex or technical information, ideas and results effectively in both oral and written form; compose correspondence and reports. Experience in troubleshooting/repair within computer and networking support, IT concepts and software applications. Ability to learn complex system communications between Server/Operator Station (C2) and Military Sensor/Weapon Systems. Ability to think logically and act decisively in critical situations Candidate must have an active DoD Secret Clearance. Additional Desired (Not required) Qualifications: Military Program experience Field Service Representative experience SAIC accepts applications on an ongoing basis and there is no deadline. Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.