Technical Support Specialist Job Listing at SAIC in Beale AFB, CA (Job ID 2612667)

Description

Description

SAIC is a trusted leader in delivering advanced command and control capabilities across the Department of the Air Force, bringing deep expertise in how cutting edge technologies are engineered, secured, and delivered to the fight. At the center of this mission, the Common Mission Control Center (CMCC) unifies data, sensors, mission applications, cloud based services, and emerging AI enabled automation to give warfighters a decisive edge—turning complex, multidomain information into fast, clear, and actionable decisions in the moments that matter most. The CMCC System Facilitator contract positions SAIC to accelerate how new capabilities are integrated, tested, secured, and transitioned into operational use, working side by side with operators, engineers, Capability Providers, and government teams to ensure every delivery strengthens mission readiness. This effort offers the chance to directly shape how the Air Force sees, decides, and acts across all domains—making a tangible and immediate impact on warfighter effectiveness.  

SAIC is hiring a Technical  Support Specialist to serve as a senior Tier 0/1 member of the Site Support Team, working directly under the Lead FSR / Site Support & Training Lead. This role provides advanced user assistance, queue stewardship, SLA performance oversight, mentor support for Technical Support III personnel, and coordination with engineering/cyber teams during releases and incidents across environments. 

This position is hybrid remote located in Beale AFB, CA.

Job Duties include (Tier 0/1 only): 

• Lead Tier 0/1 incident intake, triage, and resolution via walkup support and Jira Service Management; maintain queue health and SLA adherence. 

• Troubleshoot userlevel issues (accounts, authentication/MFA, permissions/roles, workstation configuration, CMCC applications, connectivity) and resolve within Tier 0/1 scope. 

• Escalate issues that exceed Tier 1 scope to the Lead FSR / Site Support Lead for routing to engineering/cyber teams per established SOPs. 

• Mentor Technical Support III staff; provide coaching, quality reviews for ticket handling, and guidance on user communications and documentation. 

• Own and improve the knowledge base: author/update selfhelp articles, troubleshooting guides, and SOPs; standardize playbooks for recurring problems. 

• Assist with user onboarding (account creation requests, access verification, initial orientation) and periodic account/access audits for compliance. 

• Monitor environment status, dashboards, and alerts; proactively notify leadership of degradations/outages and initiate Tier 0/1 response steps. 

• Prepare equipment/labs for training events and provide onsite support during exercises, demos, and operational surges. 

• Maintain accurate ticket records; identify recurring patterns; brief leadership on trends (MTTD/MTTR) and recommend service improvements. 

• Contribute to continuous improvement of support workflows, lightweight automation, and user facing documentation. 

Qualifications

Required Qualifications:

• AA Degree in related discipline and six (6) years or more of related experience; Or, High School and eight (8) years of related experience with relevant certification.
• TS/SCI and US citizenship.
• Certifications: Security +, CISSP, or equivalent.
•  6–8+ years in technical support or Help Desk roles delivering Tier 0/1 services. 
• Proficiency troubleshooting Windows/Linux clients, identity & access concepts (AD/LDAP/MFA), and basic network fundamentals (TCP/IP, DNS, VPN). 
• Experience with ticketing systems (e.g., Jira Service Management) and thorough documentation of resolution steps/root causes. 
• Demonstrated mentorship of junior technicians, queue management, and SLA performance ownership.
•  Strong customer service and communication skills; comfortable supporting mission operators under time sensitive conditions. 
• Ability to operate within classified and multi enclave environments while adhering to security and access policies. 

Desired Qualifications:

• Prior Tier 0/1 support for DoD operations centers, C2/C3BM programs, AOC environments, or similar mission systems. 
• Experience in hybrid/multiclassification IT environments and collaboration tools (Confluence, GitLab). 
• Exposure to observability/SIEM tools (Grafana, Prometheus, Elastic/Splunk) for faster Tier 1 diagnosis. 
• Familiarity with basic PowerShell/Bash scripting for Tier 0/1 diagnostics and repeatable steps. 
• CompTIA Security+, HDI Support Center Analyst / Team Lead, CompTIA A+ / Network+ (or ability to obtain). 
• ITIL Foundations.
• Strong technical writing for SOPs, knowledge base articles, and incident reports. 

Target salary range: $80,001 - $120,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

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