Help Desk Support Specialist - Military veterans preferred



  full-time   employee

Wright-patterson Afb
United States


SAIC is hiring a Help Desk Support Specialist to help us support the DoD High Performance Computing Modernization Program (HPCMP) at Wright-Patterson Air Force Base in Dayton, OH.


Job Description


• The successful candidate will assist the user community within the HPCMP, DoD Supercomputing Resource Centers (DSRC) to effectively and efficiently utilize HPC assets by providing tier 1 telephone and email support with Linux applications.

• Develop and submit the collection and reporting of metrics on accounts performance for weekly and monthly reporting to SAIC and Government management.

• Report, track, and resolve or escalate issues as appropriate

• Responds to, diagnoses and resolves Tier I problems and issues

• Triage and escalates Tier 2 issues to system and vendor staff

• Troubleshoot user issues, respond to help desk ticket

• Ensures a timely and controlled problem resolution process

• Documents, tracks, monitors ticket (Measurements)

• Interacts with other staff to restore service and/or identify and correct core problems

• Simulates or recreates user problems to resolve operating difficulties

• Develop and maintain scripts for operation use

• Troubleshoot user issues, respond to help desk ticket


Required Education and Experience:


• Bachelors degree in Computer Science or a similar field and 2+ years of relevant experience, or a HS diploma and 5+ years of relevant experience.

• Must be willing to work effectively within a team environment in a fast- paced support role.
• Must possess excellent communication skills, be dependable, outgoing and positive with excellent problem- solving skills
• Must be a U.S. Citizen with an ACTIVE SECRET clearance
• On occasion, must be able to perform off-hours maintenance and deployments for system releases and/or provide 24x7 support to maintain service availability or to meet customer SLAs.
• Must have at least 1 to 2+ years of direct Technical Support experience
• Must be willing to provide occasional off-hours on-site support for planned maintenance work, unplanned support issues, or to meet customer SLAs.
• Must have the ability to install, connect to the network and maintain all computer hardware including PCs, laptops, tablets, printers, data collection devices and telephones
• Must be able to install and maintain computer software on users’ devices such as Microsoft Windows and Microsoft Office Suite, Antivirus and Malware protection
• Must have the ability to evaluate and perform root-cause analysis on escalated issues.
• Linux Experience
• Ability to work as part of a multi-faceted team
• Organizational skills to balance and prioritize work in a dynamic work environment, and persistence to follow-through on tasks in the face of obstacles
• Possess excellent oral and written communication skills and ability to effectively interact with a highly skilled technical HPC support staff and users, internal staff, and management. Candidate will work along the side of leading HPC staff and researchers working to solve DoD’s most critical mission challenges.

Desired skills:


• High Performance Computing experience is a huge plus
• ITIL Cert is a plus but not required
• HDI certs is a plus but not required
• A good understanding of user account provisioning is a plus