Description
SAIC is seeking a Computer User Support Specialist to support an IT support effort for USTRANSCOM located at Scott Air Force Base (AFB) in Illinois. The USTC Managed Information Technology Services (MITS) contract is intended to provide strategic, technical, and program management guidance and support services to facilitate the operations and modernization of the combatant command's infrastructure, systems, and applications. This support will be provided to the USTC Command, Control, Communications & Cyber Systems Directorate (TCJ6).
The successful candidate will assist the as the primary point of contact for users experiencing a service disruption or requesting a service and/or a service change. They will document and facilitate service requests and restore normal service to the user IAW priority level response times.
Provides Tier 1 & 2 deskside end-user support with strong interaction skills
Troubleshoot hardware and software issues, image Windows 11 OS, deploy equipment, and perform asset management
Perform IMAC (Install, Move, Add, Change) procedures and equipment lifecycle refresh activities.
Utilize ServiceNow for updating the IT service management system of record, documenting problem resolution, tracking progress, and ensuring SLA compliance. Update the status of service requests within the IT service management system
Experience supporting Active Directory, MS Office Suite, VPN, SCCM, VTC, MS Teams
Escalates complex problems to upper-level engineers
Must have a broad base of support and diagnostic knowledge and be fluent in multiple IT disciplines such as computing, networking, voice systems, integration, and domain administration
Escalation point for Junior and Mid-level desk side engineers
Ability to act independently in a high visibility customer environment, as well as the ability to engage engineers from multiple teams to troubleshoot issues
Troubleshoots complex issues that were unable to be remediated by junior and mid-level engineers
This position is for Monday through Friday, normal business hours. However, employee may be required to provide after-hours and weekend support during planned or emergency events.
Qualifications
Bachelor's Degree & ten or more years of experience
DoD Top Secret clearance
Must have at least one of these IAT Level II certifications: Security+, CECCNA-Security, CySA+ **, GICSP, GSEC, CND, SSCP
Must have at least one Computing Environment (CE) certification or certificate for the technical area of responsibility in either Network support/defense (e.g., Splunk, Cisco, McAfee, etc.) OR Operating System (e.g., Microsoft, Linux, Solaris, etc.)
Experience researching and writing documentation and examples for technical personnel
Experience with MS Office to include Word, PowerPoint, Visio and Project
Ability to manage multiple, high, & competing priorities in a fast-paced, constantly changing environment
Strong oral and written communication skills across all levels
Self- starter and problem solver
Ability to quickly grasp complex technical concepts and make them easily understandable in text and pictures
Ability to communicate IT, networking, and security concepts to personnel at all levels of experience and responsibility
Desired Qualifications
DoD TS/SCI clearance
ITIL V4 Foundations certification
Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
REQNUMBER: 2617090
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
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