EDIS Tier I Help Desk Support

Company: SAIC
Location: Colorado Springs
Posted on: November 20, 2020

Job Description:

Job ID:

2018152

Location:

COLORADO SPRINGS

,

CO

,

US

Date Posted: 2020-11-17

Category: Information Technology

Subcategory: Technical Support

Schedule: Full-time

Shift: Day Job

Travel: No

Minimum Clearance Required: Top Secret

Clearance Level Must Be Able to Obtain: TS/SCI

Potential for Remote Work: No

Description

SAIC is seeking a Tier I Help Desk Support for the Engineering, Development, Integration, and Sustainment (EDIS) program in support of the Enterprise Ground Services (EGS) task order service center team in Colorado Springs, CO.  The EGS Service Center team provides premier front line support to the development and operational communities of EGS. This position will be supported in shifts within a 24x7x365 environment requiring flexibility in work hours.

The candidates selected for these positions will:

Provide front line technical support and triage of inbound requests and incidents from local and remote users via walk-up, calls, chat, email, and online support

Provide excellent customer service to the end user as the customer facing point of contact to IT Support to supported users

Create and manage detailed tickets in the provided incident management system

Accurately escalate incidents that cannot be resolved by Tier 1 to higher Tiers

Perform account maintenance tasks including, but not limited to, user account provisioning, unlocks, permissions, and password resets

Support commercial and customer specific applications and software

Assist with set up, installation, and configuration of hardware and software, diagnose, isolate, and resolve issues with network connectivity, create, edit, and update documentation, instructions, and knowledge base articles

Effectively determine when to escalate issues to specialist teams

Qualifications

Must have a High school diploma or equivalent

Active Top Secret Clearance with the ability to obtain a TS/SCI

2+ years of experience in a support or help desk environment

Ability to obtain a CompTIA A+ or equivalent certification required for DoD 8570 Information Assurance Technical (IAT) Level 1 compliance

Proven hardware/software troubleshooting experience

Proven ability addressing technical issues via in-person, telephone, email, and chat

Experience with common software and operating systems

Knowledge of IT support best practices

Availability to work flexible hours in a 24x7x365 environment

Desired:

Associate Degree in related discipline

Active TS/SCI

Experience with SAP

Already maintain an active CompTIA A+ or equivalent certification required for DoD 8570 IAT Level 1 compliance

Additional technical certifications such as A+, N+, MCP, MCSE, CCNA, VCA

Familiarity with government IT environment and administrative processes

Familiarity with service desk tools, such as Atlassian Jira Service Desk or ServiceNow

SAIC is a premier technology integrator solving our nation's modernization and readiness challenges. Our offerings across defense, space, civilian, and intelligence markets include high-end solutions in engineering, IT, and mission outcomes. We integrate the best components from our portfolio with our partner's ecosystem to deliver innovative and effective solutions. We are 25,500 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, VA, SAIC has annual revenues of nearly $7.1 billion. For information, visit saic.com or Working at SAIC for benefits details. SAIC is an Equal Opportunity Employer empowering people no matter their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or veteran status. We strive to create a diverse, inclusive and respectful work culture that values all.

Keywords: SAIC, Colorado Springs , EDIS Tier I Help Desk Support, Other , Colorado Springs, Colorado