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SAIC EDIS Tier I Help Desk Support in COLORADO SPRINGS, Colorado

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

  • 5+ 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

REQNUMBER: 2017658

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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