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Cloud Support Specialist

2 months ago

Montgomery, Alabama, United States SAIC Full time


SAIC is in search of a dedicated Site Support Technical Specialist to enhance our Cloud One support operations on a 24/7 basis. The chosen candidate will be responsible for creating and managing Tier 1 and Tier 2 support tickets. Candidates must possess a flexible schedule to accommodate various shifts based on call volume. The Air Force Cloud One Program is a comprehensive, interconnected, virtualized, hybrid IT infrastructure that supports mission-critical systems, applications, services, and data for Department of Defense Services and Agencies. Cloud One integrates the capabilities of Cloud Service Providers (CSPs) and adheres to DevSecOps principles to deliver standardized services and facilitate cloud application migrations to IL-4, IL-5, and IL-6 (NIPRNet / SIPRNet) environments. This role requires 100% onsite presence. Work will be conducted at a designated facility.

Key Responsibilities:
  • Act as the primary contact for Cloud One Service Now Tier 2 and 3 tickets for IL-4, IL-5, IL-6 (NIPRNet / SIPRNet)
  • Serve as the SAIC Coordinator / Account Creator for the SAAR C1FAMS/R4 process
  • Assist with additional service desk functions as required
  • Deliver first contact and incident resolution for customers facing hardware, software, and application issues, including support via telephone and electronic requests
  • Troubleshoot, resolve, and/or escalate technical challenges
  • Provide courteous and professional customer service
  • Document and monitor issues from initiation to resolution, support account creation and provisioning processes, systematically analyze user problems, identify solutions, escalate and report incidents and outages, and maintain effective communication with customers until resolution
Qualifications

Required Clearance and Certifications:
  • Interim Secret clearance is necessary to begin; ability to obtain a Secret clearance is required to sustain employment
  • U.S. citizenship is mandatory
  • Must hold a Security + Certification or higher to retain employment
Required Qualifications:
  • AA Degree or GED with two (2) years of relevant experience
  • Outstanding customer service capabilities
  • Familiarity with Jira, Confluence, and/or Service Now as user ticketing systems
  • Exceptional verbal and written communication skills
Desired Qualifications:
  • 1-2 years of experience as a Service Desk Agent
  • Experience with US Air Force Cloud One, C1 Dev, or GCCS CCE Operations
  • Knowledge of AWS, Microsoft Azure, Oracle Cloud, and/or Google Cloud Platform
  • Familiarity with DoD (NIPRNet / SIPRNet)
  • ITIL v4 certification is preferred
  • Experience managing Tier 2 tickets
SAIC welcomes applications continuously and does not impose a deadline.

Covid Policy: SAIC does not mandate COVID-19 vaccinations or boosters. Compliance with customer site vaccination requirements is necessary when work is performed at a customer location.