IT Support Specialist

2 weeks ago


Colorado Springs, Colorado, United States SAIC Full time

Position Overview

SAIC is looking for a dedicated IT Support Specialist to join our team, providing essential support for the North American Aerospace Defense Command (NORAD) and United States Northern Command (USNORTHCOM) Information Technology Enterprise Services (NITES). The NITES initiative aims to empower the J6 in delivering enterprise IT Service Management (ITSM) efficiently and effectively to support mission objectives.

As part of our commitment, SAIC is tasked with delivering a Service Desk that ensures incident management and request fulfillment align with the Department of Defense's Enterprise Service Management Framework (DESMF). Our Service Desk is designed to restore normal operations for users promptly, adhering to prioritized response times while meticulously documenting and facilitating service requests in line with established protocols.

Key Responsibilities

  • Oversee and manage Service Desk operations to meet government-defined deliverables and performance metrics.
  • Implement and maintain ITIL-compliant Service Desk systems, including incident tracking and self-service tools, to effectively manage incidents and service requests.
  • Provide a user-friendly interface for all customers to monitor the status of their requests in real-time, ensuring clarity and transparency.
  • Establish and execute procedures for receiving and addressing incidents and service requests, focusing on prioritization, escalation, and resolution targets.
  • Act as the primary point of contact, ensuring comprehensive coordination and ownership of all incidents and service requests.
  • Offer multiple communication channels for users to reach the Service Desk, including voice, email, and chat options.
  • Inform users about service availability and the processes for accessing these services through a centralized portal and other communication methods.
  • Keep relevant stakeholders updated regarding any system or service disruptions, particularly those affecting high-priority users.

Qualifications

  • Associate's degree in a related field with a minimum of 3 years of relevant experience, or a high school diploma with at least 5 years of experience in lieu of formal education.
  • Possession of an IAT Level II Security Certification, such as Security +, is mandatory for this role.
  • Experience in a military setting and familiarity with communication protocols for mid to senior-level military personnel is highly advantageous.
  • Must hold a Secret clearance.

Salary range: $40,001 - $80,000, reflecting typical compensation based on experience and qualifications.

SAIC is committed to an inclusive work environment and welcomes applications continuously.

Covid Policy

SAIC does not mandate COVID-19 vaccinations or boosters; however, compliance with customer site vaccination requirements is necessary when working on-site.



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