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Technical Support Analyst

2 months 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) consistently, reliably, and cost-effectively to support mission objectives.

As part of our commitment, SAIC is tasked with establishing a Service Desk that ensures effective incident management and request fulfillment, adhering to the Department of Defense Enterprise Service Management Framework (DESMF). The Service Desk plays a crucial role in restoring normal operations for users based on priority levels and meticulously documents and manages service requests according to established protocols.

Key Responsibilities

  • Administer and oversee 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 efficiently manage incidents and service requests.
  • Facilitate a user-friendly interface for all N&NC clients to monitor the status of their requests in real-time, ensuring clarity in metric collection and reporting.
  • Develop and execute procedures for responding to incidents and service requests, adhering to prioritization, escalation, and resolution standards.
  • 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.
  • Provide users with essential information regarding service availability and procedures through various platforms.
  • Keep relevant stakeholders informed about 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.
  • A valid Secret clearance is required.

Target salary range: $40,001 - $80,000. This range reflects the typical salary expectations for this position based on experience and other relevant factors.

Covid Policy

SAIC does not mandate COVID-19 vaccinations or boosters; however, customer site vaccination protocols must be adhered to when working on-site.