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Help Desk Specialist (VG01334)


SAIC has an opening for a Help Desk Specialist located in Springfield, VA.

Monday - Friday, standard business hours

This is a Maintenance Section position in support of the Department of State (DOS) Vanguard Contract, servicing IRM/FO/ITI/LWS/DSB/MNT.  The Help Desk Specialist is responsible for providing information and communication technology (ICT) equipment (i.e. digital, radio, telephone, and Wi-Fi) problem remediation support to Overseas Posts.  This may include, warranty and out-of-warranty services, working with manufacturers or vendors to remedy reported equipment problems.

Description of Duties: 

  • Responds to and diagnoses problems through email or discussion with users
  • Provides responsive remediation support to post end users on a variety of issue
  • Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.
  • Identifies, researches, and resolves technical problems.
  • Responds to telephone calls, email and personnel requests for technical support.
  • Documents, tracks, and monitors the problem to ensure a timely resolution using DOS REMEDY application.
  • Provides second-tier support to end users for ICT applications or hardware.
  • Simulates or recreates user problems to resolve operating difficulties.
  • Provide recommendations systems modifications to reduce user problems.


Minimum Required Education/Experience:

  • High School/GED with 10+ years of experience
  • IT related certifications with two (2) years of experience desired

Minimum Required Experience/Skills/Attributes:  

  • Ability to follow policies and procedures
  • Knowledge of help desk ticketing systems
  • Ability to track and manage equipment through the repair process
  • Knowledge of troubleshooting networking and telecommunication equipment
  • Prior experience dealing with and contacting equipment vendors for repair
  • Ability to multi task in a high paced environment
  • Demonstrates strong work and professional ethics
  • Strong team player
Clearance Requirement: SECRET 

Company Name:
Security Clearance:
United States
Not Specified
Job Number:

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