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IT Specialist Help Desk JIRA

3 months ago

Springfield, United States SAIC Full time

Description

The CIO-T/TEG/TEGG requires an IT Specialist (Help Desk/JIRA) to support the AWP Program.  The contractor shall provide customer support services (writing, editing, briefings and demonstrations, marketing materials) for the Globe and work closely with assigned staff, senior specialists, or task leads to ensure customer satisfaction.  The frequency of occurrence of the below-listed requirements are daily, unless otherwise stated.  Specifically, the contractor shall:

Duties may include:

  • Coordinate tasking responses associated with The Globe to ensure governance policies, opinions and perspectives of The Globe are fully coordinated and accurately reflected.
  • Participate in tracking feedback daily from The Globe audience to gauge customer experience.
  • Perform customer service duties to include email response and disposition of The Globe feedback as appropriate.
  • Resolve product and service discrepancies for online feedback for The Globe.
  • Develop user stories/features based on The Globe feedback inputs from JIRA and maintain this information in Redmine.
  • Create and maintain metrics on feedback status.

Qualifications

Required Skills and Experience:

  • Must possess a Bachelor’s degree with 7-10 years of related field experience.
  • Demonstrated experience in a Help Desk/Technical Support team/environment.
  • Demonstrated experience in providing product and service user-based training.
  • Demonstrated experience to manage and adjudicate application feedback.
  • Demonstrated experience applying data gathering and analytical skills. 

Desired Skills:

  • Demonstrate experience working with Microsoft SharePoint.
  • Demonstrate experience working with Redmine and JIRA applications.

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.