Tech Lead with Security Clearance

4 weeks ago

Norfolk, United States SAIC Full time

Description SAIC is seeking a Tech Lead in Norfolk, VA Job Responsibilities: * Answering queries and resolving first and second level technical issues for local and remote users through various channels such as telephone, chat, email, and tickets submitted online. * Adhering to all company and department policies and procedures. * Responding to escalated tickets from first line staff, diagnosing, identifying, isolating, and resolving problems with hardware, software, network, and system/applications utilizing advanced technical skills, historical database records, and knowledgebase documentation. * Supporting commercial (COTS) software, customer specific applications, internet browsers, desktops, laptops, mobile devices and more. * May route tickets to product line, application, or system support specialists, requiring clearly documented description of situation and any troubleshooting already performed. * May monitor phone and chat queues, email inbox, and the status of service desk tickets to ensure they are completed in a timely manner, alerting management of recurring problems or patterns of problems. * Providing guidance and possibly coaching to other technicians and may have limited leadership responsibilities within the team. * Contributing to knowledgebase growth and improvement, representing service desk in interactions with other support teams, and may participate in special projects as required. Qualifications Requirements: * Minimum 3 Months on the service desk * SIPRnet qualified * NNPI qualified * Mobility/IOS qualified * VIP qualified * Meets all compliancy requirements * Operating on location ( This is not a remote opportunity ) * Experience providing training on technical subject matter * Stellar attendance * Security+ Certified and current * No recent write -ups or disciplinary issues * Must be actively engaged in chats providing guidance to analysts * Proven experience providing effective and professional communication, addressing complex technical issues via telephone, email, and chat * Demonstrated commitment and ability to provide excellent customer service * Ability to provide leadership to teammates in a fast-paced SLA driven environment * Interpersonal skills and excellent written and oral communications, including the ability to collaborate effectively and coach others * Deep understanding of IT concepts/practices and experience with common service desk software * Proven ability to think and troubleshoot logically and act decisively in critical situations * Extensive experience supporting Microsoft Office, Windows 10, and others as necessary * Experienced with account administration practices and Identity Management tools, understands common related security practices Clearance Requirement: Must have an active Secret Security Clearance 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.

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