Service Desk Technician

Scientific Applications & Research Associates, Inc. (SARA) is a world-class Defense Research and Development enterprise, with a charter to create new and emerging technology innovations in support of Commercial & Government organizations. We have expertise in RF, EMP, Pulsed Power, Acoustics and Threat Warning Systems; partnering with our customers to address real-world problems with cost-effective solutions that work. SARA is looking for a remarkably talented, motivated, and experienced Service Desk Technician to support activities onsite out of our Colorado Springs location, supporting our organization in Colorado Springs and Cypress, CA. The candidate will have the opportunity to grow and learn to support our talented engineers, physicists, and technicians on long-standing programs and new programs supporting our customers. This position will analyze problems and provide technical assistance, support, and advice to end users for hardware, software, and systems. This work involves a range of various duties related to IT support, including troubleshooting, documenting issues, and escalating complex problems to higher-level support teams when necessary. Core Responsibilities: Provide basic (Tier 1) and intermediate (Tier 2) technical support to customers and peers including application and hardware support, troubleshoot network connectivity, and assist with requests regarding account administration, training, distribution and documentation of software, system, and network status Technical Support:1. Responding to user inquiries via phone, email, or in person 2. Troubleshooting hardware and software problems 3. Guiding users through problem-solving steps Incident Management:1. Logging and tracking support requests in a ticketing system 2. Prioritizing and managing incidents based on severity 3. Following up with users to ensure problem resolution Documentation:1. Creating and maintaining documentation of common issues and solutions 2. Updating knowledge bases and support resources 3. Accurately recording all support interactions Customer Service:1. Providing excellent customer service and maintaining a professional demeanor 2. Communicating technical information clearly and concisely 3. Ensuring user satisfaction with support services System Maintenance:1. Assisting with software installations and updates 2. Performing basic system maintenance tasks 3. Monitoring system performance and identifying potential issues Secure Data Transfers:1. Conducting data transfers between different security levels (e.g., unclassified to classified) 2. Using authorized procedures and tools to sanitize and review data before transfer Security Compliance:1. Ensuring compliance with relevant security policies and regulations (e.g., DoD 8570.1, Risk Management Framework) 2. Maintaining accurate records and logs of all data transfer activities 3. Working closely with Information System Security Managers/Officers (ISSMs/ISSOs) Data Transfer - Technical Proficiency:1. Using specialized software and hardware for data transfers 2. Troubleshooting technical issues related to data transfer processes 3. Maintaining and updating data transfer systems and documentation Work independently and as part of a team to troubleshoot and solve hardware and software issues for the user community Interact daily with Senior IT Staff and customers; interaction normally involves exchange or presentation of information via the p Equal employment opportunity, including veterans and individuals with disabilities Apply Here: PI270346659

Created: 2025-12-04