Technical Support Specialist

SAIC•Beale AFB, CA

16d•Hybrid

About The Position

SAIC is hiring a Technical Support Specialist to serve as a Tier 0/1 member of the Site Support Team, working under the Lead FSR / Site Support & Training Lead. This role focuses on direct user assistance, Help Desk triage, account/access support, basic workstation troubleshooting, and operator-facing support during training, exercises, and operational events. The Specialist III resolves routine issues, documents actions clearly, and escalates higher complexity problems per established procedures. This position will be hybrid remote located at Beale AFB, CA.

Requirements

Tier 0/1 support experience
Experience with Jira Service Management tickets
Troubleshooting user-level issues including account access, MFA, permissions, workstation configuration, and application usage
Resolving common connectivity issues (VPN, DNS, firewall prompts, profile sync, certificate issues)
Assisting with user onboarding (account creation, access validation, system familiarization)
Maintaining clear and accurate ticket documentation
Supporting training events and exercises
Identifying recurring issues and providing input for documentation updates
Monitoring ticket queues and maintaining SLA awareness
Maintaining workstation configurations, peripherals, and local setup

Responsibilities

Provide Tier 0/1 support through walk-up assistance and Jira Service Management tickets for operators, engineers, and distributed node users.
Troubleshoot user level issues involving account access, MFA, permissions, workstation configuration, and CMCC application usage.
Resolve common connectivity issues (VPN, DNS, firewall prompts, profile sync, certificate issues) within Tier 0/1 scope.
Escalate issues beyond Tier 1 (environment, network, platform, or system-level faults) to the Lead FSR for routing to engineering/cyber teams.
Assist with user onboarding by initiating account creation requests, validating user access, and supporting basic system familiarization.
Maintain clear, accurate ticket documentation, including issue details, troubleshooting steps, and resolution notes.
Support classroom/testlab setup and operator orientation during training events and exercises.
Identify recurring issues and provide input for updates to SOPs, troubleshooting guides, and knowledge base articles.
Monitor ticket queues, notify leadership of aging or high-impact issues, and maintain SLA awareness.
Help maintain workstation configurations, peripherals, and local setup to ensure operator readiness.