Site Support Help Desk

• SAIC is seeking a Site Support II to provide support for Cyber Operations Courses in Little Rock, Arkansas.
• Ensure smooth IT operations at the schoolhouse to include classroom IT hardware setup and tear down.
• Key interface for user support on new accounts, issuing new desktop/laptop, and software needs.
• Tier 2 support, ticket handling, change management.
• IT Support for diagnosing, troubleshooting, repairing and debugging Laptop/desktop, servers, networks, printers, and Software systems. Root-Cause analysis / Independent Troubleshooting
• Responsibilities include oversight and integration support of existing hardware, software, network configurations and new system initiatives for all sites within area of responsibility.
• Installation of software maintenance releases or hardware upgrades including the oversight of the installation process and test procedures to diagnose and resolve product performance problems at installation.
• Identifies areas requiring product improvement and implements upgrades to hardware and software.
• Provides feedback and customer support regarding product performance problems and suggested solutions which may require product exchanges or more complex problem solving.
• General supervision and instructions given for routine work, and detailed instructions given for new activities or special assignments.
• This role has physical requirements associated with developing content at systems such as computers and part task trainers.
• Candidate must be able to lift items up to 25 lbs. regularly, up to 50 lbs occasionally, and team lift heavier items rarely.
• This role requires a mix of standing and sitting and requires bending, stooping, crouching, kneeling, and crawling to set up equipment.
• Regular performance of fine manipulation associated with working at a computer is expected and this role can include handling small parts in part task trainers.
• AA Degree in related discipline and one year related experience; Or, High School and two (2) years of related experience with relevant certification.
• Ability to configure laptops and workstations.
• Ability to work independently and coordinate changes in production/test environments.
• Basic understanding of TCP/IP, routers, switches, and Virtual Private Networks (VPNs).
• Experience with Windows and Linux Operating Systems.
• Experience with Google Cloud Platform (GCP) is desired but not required.
• Must be able to lift a minimum of 50lbs as well as be physically capable of maneuvering under and around desk
• Active Secret security clearance, must be capable of obtaining a TS/SCI clearance

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