Tech Lead

3 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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