Technical Support Specialist

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 Tier 0/1 member of the **Site Support Team**, working under the **Lead FSR / Site Support & Training Lead**. This role focuses on direct user assistance, Help Desk triage, account/access support, basic workstation troubleshooting, and operator-facing support during training, exercises, and operational events. The Specialist III resolves routine issues, documents actions clearly, and escalates higher complexity problems per established procedures. **This position will be hybrid remote located at Beale AFB, CA.** **Job Duties include:** - 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. ### Qualifications **Required Qualifications:** - 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. **Desired Qualifications and Experience:** - Experience supporting DoD command centers, IT operations, or mission support environments. - Familiarity with multi-enclave or multiclassification workflows. - Exposure to Confluence, GitLab, or observability tools. - CompT…