Technical Support Specialist

SAIC•Beale AFB, CA

3d•Hybrid

About The Position

SAIC is hiring a Technical Field Service Representative 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.

Requirements

Serve as a senior Tier 0/1 member of the Site Support Team
Provide advanced user assistance
Queue stewardship
SLA performance oversight
Mentor support for Technical Support III personnel
Coordination with engineering/cyber teams during releases and incidents across environments
Troubleshoot user-level issues (accounts, authentication/MFA, permissions/roles, workstation configuration, CMCC applications, connectivity)
Resolve issues within Tier 0/1 scope
Escalate issues that exceed Tier 1 scope
Author/update self-help articles, troubleshooting guides, and SOPs
Standardize playbooks for recurring problems
Assist with user onboarding (account creation requests, access verification, initial orientation)
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
Provide onsite support during exercises, demos, and operational surges
Maintain accurate ticket records
Identify recurring patterns
Brief leadership on trends (MTTD/MTTR)
Recommend service improvements
Contribute to continuous improvement of support workflows, lightweight automation, and user facing documentation

Responsibilities

Lead Tier 0/1 incident intake, triage, and resolution via walkup support and Jira Service Management; maintain queue health and SLA adherence.
Troubleshoot user-level 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 self-help 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.