Job DescriptionDescription SAIC is hiring a
Technical Support Specialist to serve as a senior
Tier 0/1 member of the
Site Support Team, working directly under the
Lead FSR / Site Support & Training Lead. This role provides advanced user assistance, queue stewardship, SLA performance oversight, mentor support for Technical Support III personnel, and coordination with engineering/cyber teams during releases and incidents across environments.
This position is hybrid remote located in Beale AFB, CA.Job Duties include (Tier 0/1 only): - Lead Tier 0/1 incident intake, triage, and resolution via walkup support and Jira Service Management; maintain queue health and SLA adherence.
- Troubleshoot userlevel issues (accounts, authentication/MFA, permissions/roles, workstation configuration, CMCC applications, connectivity) and resolve within Tier 0/1 scope.
- Escalate issues that exceed Tier 1 scope to the Lead FSR / Site Support Lead for routing to engineering/cyber teams per established SOPs.
- Mentor Technical Support III staff; provide coaching, quality reviews for ticket handling, and guidance on user communications and documentation.
- Own and improve the knowledge base: author/update selfhelp articles, troubleshooting guides, and SOPs; standardize playbooks for recurring problems.
- Assist with user onboarding (account creation requests, access verification, initial orientation) and periodic account/access audits for compliance.
- Monitor environment status, dashboards, and alerts; proactively notify leadership of degradations/outages and initiate Tier 0/1 response steps.
- Prepare equipment/labs for training events and provide onsite support during exercises, demos, and operational surges.
- Maintain accurate ticket records; identify recurring patterns; brief leadership on trends (MTTD/MTTR) and recommend service improvements.
- Contribute to continuous improvement of support workflows, lightweight automation, and user facing documentation.
Qualifications Required Qualifications:- AA Degree in related discipline and six (6) years or more of related experience; Or, High School and eight (8) years of related experience with relevant certification.
- TS/SCI and US citizenship.
- Certifications: Security +, CISSP, or equivalent.
- 6-8+ years in technical support or Help Desk roles delivering Tier 0/1 services.
- Proficiency troubleshooting Windows/Linux clients, identity & access concepts (AD/LDAP/MFA), and basic network fundamentals (TCP/IP, DNS, VPN).
- Experience with ticketing systems (e.g., Jira Service Management) and thorough documentation of resolution steps/root causes.
- Demonstrated mentorship of junior technicians, queue management, and SLA performance ownership.
- Strong customer service and communication skills; comfortable supporting mission operators under time sensitive conditions.
- Ability to operate within classified and multi enclave environments while adhering to security and access policies.
Desired Qualifications:- Prior Tier 0/1 support for DoD operations centers, C2/C3BM programs, AOC environments, or similar mission systems.
- Experience in hybrid/multiclassification IT environments and collaboration tools (Confluence, GitLab).
- Exposure to observability/SIEM tools (Grafana, Prometheus, Elastic/Splunk) for faster Tier 1 diagnosis.
- Familiarity with basic PowerShell/Bash scripting for Tier 0/1 diagnostics and repeatable steps.
- CompTIA Security+, HDI Support Center Analyst / Team Lead, CompTIA A+ / Network+ (or ability to obtain).
- ITIL Foundations.
- Strong technical writing for SOPs, knowledge base articles, and incident reports.
Target salary range: $80,001 - $120,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
Overview SAIC accepts applications on an ongoing basis and there is no deadline.
