Technical Support Specialist

SAIC is seeking a Technical Support Specialist to provide Tier 0/1 user support, onboarding, and incident triage for CMCC operations at Beale AFB. This role blends hands-on help desk duties with hybrid remote work as part of the Site Support Team, supporting operators, engineers, and distributed node users in a mission-focused environment. The position is based in Beale AFB, CA with hybrid work options and offers a salary range of USD 80,001 to 120,000 per year.

Responsibilities

• Provide Tier 0/1 support through walk-up assistance and Jira Service Management tickets for operators, engineers, and distributed node users.
• Troubleshoot user level issues involving account access, MFA, permissions, workstation configuration, and CMCC application usage.
• Resolve common connectivity issues (VPN, DNS, firewall prompts, profile sync, certificate issues) within Tier 0/1 scope.
• Escalate issues beyond Tier 1 (environment, network, platform, or system-level faults) to the Lead FSR for routing to engineering/cyber teams.
• Assist with user onboarding by initiating account creation requests, validating user access, and supporting basic system familiarization.
• Maintain clear, accurate ticket documentation, including issue details, troubleshooting steps, and resolution notes.
• Support classroom/testlab setup and operator orientation during training events and exercises.
• Identify recurring issues and provide input for updates to SOPs, troubleshooting guides, and knowledge base articles.
• Monitor ticket queues, notify leadership of aging or high-impact issues, and maintain SLA awareness.
• Help maintain workstation configurations, peripherals, and local setup to ensure operator readiness.

Requirements

• AA Degree in related discipline and three (3) years related experience; Or, High School and five (5) years related experience with relevant certification.
• TS/SCI clearance and US citizenship.
• Certifications: Security + CISSP or equivalent.
• Experience delivering Tier 0/1 technical support for IT systems or mission applications.
• Ability to troubleshoot common user issues across Windows/Linux clients, authentication, and basic networking.
• Experience using ticketing systems (Jira Service Management or similar).
• Strong customer service skills when interacting with operators and engineering personnel.
• Clear, concise documentation of issues and troubleshooting actions.
• Ability to work in classified environments and maintain compliance with access/security policies.

Technologies

• Jira Service Management
• CMCC
• Confluence
• GitLab
• PowerShell
• Bash