Technical Helpdesk

About the role

SAIC is hiring for a Technical Helpdesk to support the US Army’s Army Enterprise Service Desk (AESD) team in Honolulu, HI. The role provides Tier‑1 technical support, resolving problems and answering queries via telephone or self‑service ticket for customer computer hardware, software, network, system/application access, and telecommunications systems. The Helpdesk operates 24/7/365, with shifts assigned based on coverage needs.

Responsibilities

• Apply basic enterprise diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures
• Diagnose, identify, isolate, and analyze problems utilizing historical database records
• Respond to customer support requests in a fast, efficient and friendly manner
• Resolve customer incidents and requests if able or assign to higher tiers
• Route calls to product line specialists, application, or system support specialists
• Escalate complex problems to higher level of expertise within the organization
• Document all customer interactions within a ticketing system
• Alert management to recurring problems and patterns of problems
• Provide customers with a reference number for their incident/request

Qualifications

• High School Diploma or GED and 0‑1+ years of related experience with relevant certification
• Familiar with Windows environment
• Basic understanding of networking concepts and protocols
• Experience with Microsoft Office Suite
• Knowledge of how to query and tailor reports from a database
• Strong oral and written communication skills
• Customer‑service oriented

Requirements

• Must be able to obtain a full Secret clearance; Interim Secret required prior to start (SAIC will assist in obtaining)
• Must be a current U.S. citizen
• Ability to obtain a DoD 8570 IAT Level I or higher certification before start (e.g., A+CE, Network+ CE, Security+ CE, CASP+ CE, etc.)

Pay

Target salary range: $40,001 – $80,000 (typical range based on experience and other factors). The posting notes the position can support approximately $53k+ depending on education and experience.

Schedule

Full‑time position. Shift is day‑based but determined by 24/7/365 coverage needs. No travel required. Potential for remote work (noted as ORA_ON_SITE).