Help Desk Engineer I

SAIC•Princeton, NJ

1d•Onsite

About The Position

SAIC is seeking a Help Desk Technician to support a 24x7 data center and its users at a customer site in Princeton, New Jersey. The role helps manage a supercomputer and associated systems and supports user computer systems in a heterogeneous environment. Work includes monitoring batch compute jobs, network performance, and facility infrastructure. The Help Desk Engineer I will work with highly technical climate scientists and must communicate professionally and clearly when responding to user requests.

Requirements

High school diploma and at least 3 years of experience.
U.S. citizenship and ability to obtain and maintain a Public Trust clearance.
Experience working directly with general Information Technology.
Experience working with Windows, Linux, and/or Mac systems.
Ability to work scheduled or as-needed 12-hour shifts, including overnight and weekends, and overtime.
Ability to work an alternating schedule of approximately 12-hour shifts: 3 days during the first week and 4 days during the second week of each period, totaling 80 hours per period.
Ability to lift up to 50 pounds unassisted.
Strong communication skills to respond to user requests in a user-friendly and professional manner.

Responsibilities

Troubleshoot computer hardware problems under the guidance of professional staff.
Analyze production job performance issues and proactively monitor the Laboratories networking environment to identify problems and coordinate resolution.
Monitor the health of local and remote systems within the High-Performance Program.
Answer Tier I Help Desk requests, providing triage and follow-up.
Develop and maintain scripts for operational use.
Escalate high-performance computing issues to system and vendor staff.
Troubleshoot user issues, respond to Help Desk tickets, and keep users informed about resolution progress.
Deploy systems and perform routine maintenance, including patching and updates.
Triage and investigate incoming user tickets.
Perform operational technical tasks such as resetting passwords and resolving printing, scanning, and peripheral hardware issues.
Perform operational logistics such as building checks, package logging, visitor processing, and answering phone calls.
Unpack and relocate computer hardware, including laptops, desktops, servers, monitors, and printers.
Take on non-interference projects.