Help Desk Tier2 Technician

SAIC•Coronado, CA

10d•Onsite

About The Position

Tier 2 Help Desk support acts as the second line of IT support, handling complex, non-routine technical issues escalated from Tier 1. These experienced technicians (often requiring 2–4 years of experience) perform deeper, specialized troubleshooting for hardware, software, and network problems, often utilizing remote desktop tools for direct user support. This position is on-site in San Diego, CA. SAIC® is a premier Fortune 500® mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, civilian and intelligence markets includes secure high-end solutions in mission IT, enterprise IT, engineering services and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives. We are approximately 24,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.5 billion.

Requirements

2–4 years of experience
Familiarity with distributed systems like Hadoop, HBase/Accumulo, Spark and Kafka
Experience with Puppet, Ansible, Terraform, Bash, Powershell, and Python tools
A strong understanding of security concepts, best practices and how to apply them, such as Secure Shell, public key encryption, access credentials, certificates, TLS, and data encryption to include Department of Defense and Intelligence Community security policies/processes
Problem solving
Customer Service
Communication/Patience
Organized with attention to detail and accuracy
Ability to represent successful completion of work in Agile Management systems (e.g. Jira, Confluence, GitLab)
Position Requires onsite support in a classified environment

Responsibilities

Work directly with customers in a technical role
Responsible for asset installation/configuration, operation and maintenance of systems hardware, software and related infrastructure.
Configure and manage operating systems (Windows and Linux), applications (commercial and government), networks (IPs, subnets, etc.), and network equipment (switches)
Configure and manage DOD and IC standard distributed authentication services
Review documented and maintain comprehensive knowledge base articles, standard operating procedures (SOPs), and technical guides for Tier 1 and Tier 2 teams to use in resolving common issues and adhere to government policies.
Perform regular file archival and purge, as necessary.
Create, change and delete user accounts per request.
Repair and recover from hardware or software failures for multiple sites.
Work with internal development teams, to report and resolve bugs, request feature enhancements, and address product-related issues on Linux platforms
Contribute technical content and tutorials to product documentation