Service Desk Technician

Job Description

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:

Responding to user inquiries via phone, email, or in person

Troubleshooting hardware and software problems

Guiding users through problem-solving steps

Incident Management:

Logging and tracking support requests in a ticketing system

Prioritizing and managing incidents based on severity

Following up with users to ensure problem resolution

Documentation:

Creating and maintaining documentation of common issues and solutions

Updating knowledge bases and support resources

Accurately recording all support interactions

Customer Service:

Providing excellent customer service and maintaining a professional demeanor

Communicating technical information clearly and concisely

Ensuring user satisfaction with support services

System Maintenance:

Assisting with software installations and updates

Performing basic system maintenance tasks

Monitoring system performance and identifying potential issues

Secure Data Transfers:

Conducting data transfers between different security levels (e.g., unclassified to classified)

Using authorized procedures and tools to sanitize and review data before transfer

Security Compliance:

Ensuring compliance with relevant security policies and regulations (e.g., DoD 8570.1, Risk Management Framework)

Maintaining accurate records and logs of all data transfer activities

Working closely with Information System Security Managers/Officers (ISSMs/ISSOs)

Data Transfer - Technical Proficiency:

Using specialized software and hardware for data transfers

Troubleshooting technical issues related to data transfer processes

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 phone, email, or face-to-face communication

Interact well with peers, end users, and external support organizations in a professional and courteous manner

Be comfortable working in a fast-paced semi-virtual environment

Periodically provide after-hours support to ensure complete problem resolutions and project successes

Requirements:

2+ years of related IT support experience

Must be a US Citizen with an active Top Secret DoD security clearance

Ability to obtain and maintain CompTIA Security+ certification

Ability to obtain and maintain DoD 8570.1 certification IAT Level I - II

Strong technical problem-solving skills

Strong written, spoken, analytical, and interpersonal skills

Customer service experience

Ability to make decisions that have moderate impact on immediate work unit

Ability to perform multiple tasks and meet critical deadlines while maintaining accuracy and quality

Ability to organize, prioritize and allocate workload for optimum efficiency

May require moderate physical effort, involving standing, sitting and use of hands while performing duties, carrying or lifting up to 45 pounds

Working environment is usually indoors, moderately quiet, reasonably clean, well-lighted and well-ventilated, moderate physical hazards may exist

Preferred Qualifications:

5+ years of related experience

Active CompTIA A+ certification

Active CompTIA Security+ certification

Data Transfer Agent Experience

SARA offers a competitive benefits package to include:

Medical, dental, vision, disability and life insurance; and other supplemental programs

A generous PTO program (vacation, sick, holiday)

Tuition & certification reimbursement

Flexible work schedules

Discretionary Employee bonuses

401(k) match/profit sharing

Employee Stock Ownership Plan (ESOP)

Pay Range:

Salary at SARA is determined by various factors, including but not limited to location, the individual’s particular combination of education, knowledge, skills, competencies, and experience, as well as contract-specific affordability and organizational requirements. The projected compensation range for this position is $27.74 to $33.94 (hourly USD). The estimate displayed represents the typical salary range for this position and is just one component of SARA’s total compensation package for employees. Positions are on-site, unless indicated otherwise.

Application Deadline: May 29, 2025

SARA is an equal employment opportunity employer.

Full-time