Help Desk Technician - Military veterans preferred



  full-time   employee

United States


SAIC is seeking candidates for the Defense Information Systems Agency (DISA), a Combat Support Agency, who engineers and provides command and control capabilities and enterprise infrastructure, to continuously operate and assure a global net-centric enterprise which directly supports joint warfighters, national level leaders, and other mission and coalition partners across the full spectrum of operations.


The SAIC team will help provide software development support and expertise for the unclassified and classified portals DISA Store Front (DSF) in NIPRNet and SIPRNet hosted environments. This includes providing support and expertise for: DISA Service Catalog, order entry and management capabilities for DISA services, process workflow automation, SDE automation, System Integrations, transactions occurring between systems, notifications, and reporting capabilities. DSF employs an Agile development methodology and will use JIRA to support their efforts.


The candidate for this position:

  • Provide 24/7 incident management and problem resolution coverage to maximize system availability and minimize response time to users via phone and/or email

  • Provide application support to DSF global users using software support standard best practices

  • Develop Standard Operating Procedures (SOP) and Incident resolution scripts for Tier 1 incident resolution

  • Isolate, identify, and repair failures, as well as answer user application questions

  • Works with application developers to resolve complex technical issues with the DSF application

  • Develop automated scripts to mitigate re-occurring known errors, or eliminate the known error altogether

  • Manages customer accounts (adding/deleting/changing)

  • Back-up/Recover customer and application related files

  • Patch and upgrade OS and applications on existing servers

  • Provide vendor interface when appropriate

  • Maintains metrics of issues reported and alerts management to recurring problems and patterns of problems.  


Required Skills:
  • A working knowledge of system operating systems and applications such as Red Hat Linux, Datastax, Web Logic, Apache Tomcat, Apache Cassandra, Oracle, Windows, etc.

  • AA Degree in related discipline and six (6) years related experience; OR, High School and seven (7) years related experience with relevant certification

  • CompTIA Security+
  • An active Top Secret clearance

Desired Skills:

  • Candidates with experience with Kinetic Request, Kinetic Task, Kinetic Response, Kinetic Info are strongly desired

  • Familiarity with Agile and or SAFe practices. Experience with JIRA.  Any equivalent IAT-II certification; if not the certification listed above.

Desired Qualifications