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Service Desk Support

1 month ago

Durham, United States SAIC Full time

Description

SAIC is seeking Service Desk Support to join the Army Research Laboratory (ARL) Information Technology (IT) Modernization program and support the full range of Enterprise IT services to ARL’s research mission.

This position is contingent upon contract award expected fall/winter 2024.  The work is to be performed at the customer site in Durham, NC.

ARL’s unique research mission, highly mobile workforce, and geographical disbursement of its staff, requires an innovative approach in the delivery of IT services in fulfilling the organization’s mission. ARL is the Army’s corporate laboratory, within the Combat Capabilities Development Command (DEVCOM). It’s diverse assortment of unique facilities and dedicated workforce make up the largest source of world-class integrated research and analysis in the US Army. ARL discovers, innovates, and transitions research to provide the best technologies for our Soldiers. Some of ARL’s focus areas include Biological and Biotechnology Sciences, Electromagnetic Spectrum Sciences, Energy Sciences, Humans in Complex Systems, Mechanical Sciences, Military Information Sciences, Network/Cyber/Computational Sciences, Photonics/Electronics/Quantum Sciences, Sciences of Extreme Materials, Terminal Effects, and Weapons Sciences. This position is your opportunity to utilize your skills and background as a Windows Systems Administrator and deliver support to the warfighting mission and cutting edge R&D for the US Army.

Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems. Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists, application, or system support specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems. (It should be understood that this is not intended to be a detailed nor comprehensive description of any individual employee's job content. Managers set the specific duties and responsibilities for each employee). 

FREEDOM TO ACT: General supervision and instructions given for routine work, and detailed instructions given for new activities or special assignments. 

KNOWLEDGE/SKILLS AND ABILITY: Considerable knowledge of the job. Complete acquaintance with and understanding of the general and detailed aspects of the job and their practical applications to problems and situations ordinarily encountered. Supervision Received: General supervision and instructions given for routine work, and detailed instructions given for new activities or special assignments.

IMPACT: Errors may be detected and corrected but may cause moderate loss of time or customer/user dissatisfaction.

LIASON: Contacts are typically with individuals within own department and occasionally with contacts outside own organization. Contacts involved obtaining or providing information or data requiring some explanation or interpretation.

Qualifications

EDUCATION AND EXPERIENCE:

  • AA Degree in related discipline and one (1) year related experience OR High School and two (2) years of related experience with relavant certifiation

CLEARANCE REQUIREMENT:

  • Must have an active Secret clearance

CERTIFICATION REQUIREMENT:

  • Must have a Security+ certification

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.