Tech Lead with Security Clearance

3 weeks ago

Norfolk VA 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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