Desktop Support with Security Clearance
4 weeks ago
Handle escalated tickets from first-tier help desk support
NOTE: Must be willing to travel within a 2 hour radius, to other USACE locations, during work hours
JOB DESCRIPTION:
• 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.
• Perform technical, operational, and training support to users of personal computers either by telephone, or on-site for PC desktop hardware and software packages
• Install and test personal computers, printers, and other peripherals
• Configure operating system, load shrink-wrap programs and other application software programs
• Troubleshoot printer, computer, and peripheral incidents
• Perform hardware and software diagnostics, coordinate needed repairs, resolve computer system problems, including coordination between users and components of a local area network, and participates in the evaluation of system configuration and software
• Simulates or recreates user problems to resolve operating difficulties and recommends systems modifications to reduce user problems Qualifications REQUIRED EDUCATION AND EXPERIENCE:
• Associates and one (1) years or more of related experience; two (2) additional years of experience accepted in lieu of degree
• Experience in Tier II helpdesk environment
• Experience installing and configuring Windows 10 and MS Office 365 applications
• Experience using ServiceNow or a similar ticketing system
• Must be able to work Monday through Friday; 8 hour shift any time between 6AM and 6PM local time
After hours support may be required
• Must be willing to travel to other locations within 2 hour radius during work hours REQUIRED CERTIFICATIONS:
• Current DoD 8570 IA Baseline Certification, IAT Level I (examples: A+ CE, Network+ CE, SSCP, CCNA-Security certifications) REQUIRED CLEARANCE:
• Must be able to obtain a full Secret Clearance; Interim Secret required prior to start, SAIC will help to obtain
• Must be a current US Citizen 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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