Helpdesk Administrator (Digital Ecosystem)

SAIC is seeking a motivated Helpdesk Administrator to support day-to-day IT operations, end-user support, account management, system troubleshooting, and technical issue resolution across enterprise and mission-focused environments. This role will work alongside system administrators, cybersecurity engineers, infrastructure personnel, and program stakeholders to help maintain reliable, secure, and responsive IT support for users and technical teams. The candidate will assist with hardware and software troubleshooting, workstation support, access requests, ticket tracking, documentation, vulnerability remediation support, and general system administration activities. The role requires strong customer service, organization, communication, and problem-solving skills, along with the ability to learn quickly in a dynamic government and defense-related technical environment.

THIS IS AN ONSITE ROLE IN SAN DIEGO, CA. WITH UP TO 5% OF TRAVEL INVOLVED.

JOB DUTIES

• Provide helpdesk and end-user support by responding to technical issues, troubleshooting user problems, documenting resolutions, and escalating complex issues to system administrators, cybersecurity engineers, or other technical teams as needed.
• Support workstation, laptop, peripheral, printer, mobile device, and software troubleshooting by assisting with installation, configuration, updates, connectivity, and general maintenance activities.
• Assist with user account administration by supporting account creation, access requests, password resets, group membership updates, permissions changes, and access control coordination in accordance with approved processes.
• Support ticket management activities by creating, updating, tracking, prioritizing, and closing support tickets while maintaining clear documentation of user issues, actions taken, and final resolutions.
• Assist with system administration tasks by supporting patching, software updates, endpoint configuration, inventory tracking, license tracking, hardware refresh planning, and End-of-Life documentation.
• Support cybersecurity and compliance activities by assisting with vulnerability remediation, endpoint security checks, system hardening actions, security awareness, and documentation needed to maintain secure operating environments.
• Coordinate with system administrators, cyber engineers, infrastructure teams, and end users to resolve technical issues, communicate status, and ensure support actions are completed in a timely and organized manner.
• Maintain accurate technical documentation, troubleshooting procedures, user guides, asset records, and knowledge base articles to improve helpdesk efficiency and support continuity across the team.

REQUIREMENTS

• Bachelors and 0 years related experience.
• Must be a U.S. Citizen.
• Must have an Active Secret Clearance to start.
• Must be able to obtain a TS/SCI after start.
• Experience providing helpdesk support, IT support, desktop support, systems support, customer technical support, or related technical assistance.
• Experience troubleshooting Windows workstations, common software applications, user accounts, network connectivity, peripherals, printers, or endpoint devices.
• Basic understanding of user account administration, access management, password resets, permissions, Active Directory concepts, or similar identity management processes.
• Familiarity with ticketing systems, issue tracking, service desk workflows, documentation practices, or helpdesk escalation processes.
• Basic understanding of cybersecurity, endpoint security, patching, secure configuration, vulnerability remediation, and safe handling of user or system access.
• Strong problem-solving, organization, time management, and customer service skills in a fast-moving technical support environment.
• Strong written and verbal communication skills with the ability to explain technical issues clearly to users, administrators, cybersecurity personnel, and program stakeholders.
• Ability to work effectively as part of a collaborative technical team while learning new systems, tools, processes, and security requirements.

DESIRED SKILLS

• Security + certification is a plus.
• Experience supporting government, Navy, military, Department of War, or other compliance-driven IT environments.
• Experience using enterprise ticketing or collaboration tools such as Jira, ServiceNow, Remedy, Microsoft Teams, SharePoint, M365, or similar platforms.
• Familiarity with Windows Server, Linux command line, virtualization, VPNs, remote desktop tools, endpoint management tools, or enterprise monitoring platforms.
• Familiarity with Microsoft 365, Azure, Intune, Active Directory, Group Policy, GCC High, or similar enterprise services.
• Familiarity with cybersecurity tools and processes such as vulnerability scanning, ACAS, Nessus, endpoint security tools, HBSS, patch tracking, or remediation documentation.
• Experience assisting with hardware and software inventories, license tracking, asset management, imaging, workstation deployment, or hardware refresh activities.
• Familiarity with basic networking concepts such as TCP/IP, DNS, DHCP, VPNs, ports, firewalls, routing, and network troubleshooting.
• Interest in growing into system administration, cybersecurity engineering, cloud infrastructure, tactical systems support, or other technical infrastructure roles.