Job Description

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.

Job Tags

Remote job, Shift work, Day shift, 3 days per week,

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