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Technical Services Analyst

3 months ago

Hampton, United States SAIC Full time

Description

SAIC is looking for computer user support specialists/technicians to support the Air Force AOC (Air Operations Center) Block 20 Tier 1 Help Desk at Langley AFB, in Hampton, VA. 

This Kessel Run team will support global Department of Defense/Air Force AOC operators who use fully-integrated, next generation software to plan, monitor, direct, execute, and assess Air Force, joint and coalition air campaigns in support of national and coalition objectives. They support AOC Block 20 modernized software, resilient IT platforms and databases, and other Air Force mission and communication suites. KRADOS, the Kessel Run All-Domain Operations Suite, is the backbone of AOC Block 20, and will be the team's primary support focus; the applications within KRADOS are connected by common data streams and supported by a hybrid cloud infrastructure.

Job responsibilities include but are not limited to:

  • Provide Tier 1 support to USAF Airmen/AOCs on Block 20/KRADOS and affiliated applications and data/infrastructure, including phone, chat, email, ticketing systems, and other communications with both users and Tier 2 (application and platform engineers).
  • Ensure maximum issue resolution in minimum time to meet Service Level agreements.
  • Assist users with computer hardware and/or software applications (e.g. website access, email setup, troubleshooting, etc.).
  • Provide in-depth applications knowledge of AOC Weapon System and other applications, services and/or systems.
  • Assist software engineering product teams with developing modern support solutions to ease customer pain associated with problem resolution.
  • Resolve procedural issues and perform technical troubleshooting.
  • Maintain and update an electronic database of common procedural issues and solutions or quick fixes to known issues, to include self-help Frequently Asked Questions, etc.
  • Keep current on advances in the field of IT, cloud-native application development and container orchestration technologies including Kubernetes.
  • Provide 24/7 support as needed/directed by the Government.
  • Provide coordination and support for Tier 0 and/or Tier 2 level ticket requests.

Qualifications

TYPICAL EDUCATION AND EXPERIENCE: 

  • Bachelor's degree in Information Technology, Computer Science or related discipline. May consider an additional 2 years of related experience in lieu of degree. 2 years of experience in a Help Desk environment, and minimum 2 years of experience in computer and information systems. (highly preferred: any experience technical experience working in AOC weapon systems).
  • Current IAT Level II certification (CompTIA Security + CE, CCNA Security, SSCP, GSEC).
  • Active Interim Secret Clearance; Must be able to obtain a Secret Clearance.
  • Knowledge and experience with Intel based Windows, and UNIX.
  • Knowledge and experience with Cloud Computing relating to Microsoft Azure and/or AWS.

SAIC accepts applications on an ongoing basis and there is no deadline.

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.