**Description** This is a Maintenance Section position in support of the Department of State (DOS) Vanguard Contract. 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. **Qualifications** **Minimum Required Education/Experience:** + High School/GED with five (5) years of experience, or + IT related certifications with two (2) years of experience + 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 **Required Clearance:** + US Citizenship. + Active secret clearance with the ability to obtain a top secret clearance. REQNUMBER: 2509539 SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability