Help Desk Service Specialist

SAIC • Scott AFB, IL • 3h ago

Description

SAIC is seeking a Help Desk Service Specialist to support an IT Service Desk effort for USTRANSCOM located at Scott Air Force Base (AFB) in Illinois approximately 23 miles from St. Louis, MO. 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 Service Desk Functional Lead as the primary point of contact for users experiencing a service disruption or requesting a service and/or a service change. The Service Desk will document and facilitate service requests and restore normal service to the user IAW priority level response times.

Responsibilities

Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems.

Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.

Reports design, reliability and maintenance problems or bugs to design engineering/software engineering.

May be involved in customer installation and training.

Provides support to customer/users where the product is highly technical or sophisticated in nature.

Installs, modifies, removes, and repairs telecommunications infrastructure such as fiber and copper cabling, termination points, and associated programming.

Provides technical support, administration, and maintenance for a variety of voice communication systems, including VoIP and satellite technology.

Utilizes ServiceNow to manage, document, and resolve all user-reported incidents, service requests, and trouble tickets in a timely manner.

Acts as a primary point of contact for users experiencing technical issues, diagnosing and resolving hardware, software, and network malfunctions.

Performs additional duties as assigned to support ongoing telecommunication operations and Tier 1 support.

Generally interacts directly with the customer/user when the product is highly technical or sophisticated in nature, such as with systems level software where the user has a technical background.

Additionally, may interact with product support personnel and potentially the customer when the customers problem cannot be resolved directly by first-level resources.

Support as needed per direction of the Service Desk Lead.

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

Required Qualifications

BA/BS

Ten (10) or more years of experience

DoD 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

ITIL Foundations (v4 or higher) certification

HSDI

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: 2612740

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

SAIC

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