Technical Support Specialist

1 week ago


Springfield, Illinois, United States SAIC Full time

Position Overview

The CIO-T/TEG/TEGG is seeking an IT Specialist with a focus on Help Desk and JIRA to provide essential support for the AWP Program. The selected contractor will deliver customer support services, including writing, editing, briefings, demonstrations, and marketing materials, while collaborating closely with designated personnel, senior specialists, or task leads to ensure a high level of customer satisfaction.

Key Responsibilities

The contractor's duties will encompass:

  • Coordinating task responses related to The Globe to ensure that governance policies, opinions, and perspectives are accurately represented.
  • Tracking daily feedback from The Globe audience to assess customer experience.
  • Handling customer service tasks, including email responses and managing feedback appropriately.
  • Addressing product and service discrepancies arising from online feedback.
  • Creating user stories and features based on feedback collected from JIRA and maintaining this data in Redmine.
  • Establishing and updating metrics on feedback status.

Qualifications

Required Skills and Experience:

  • A Bachelor's degree with 7-10 years of relevant experience.
  • Proven experience in a Help Desk or Technical Support environment.
  • Experience in delivering user-based training for products and services.
  • Ability to manage and evaluate application feedback effectively.
  • Strong data gathering and analytical skills.

Desired Skills:

  • Experience with Microsoft SharePoint.
  • Familiarity with Redmine and JIRA applications.

SAIC accepts applications on an ongoing basis, and there is no deadline for submission.

Covid Policy: SAIC does not mandate COVID-19 vaccinations or boosters; however, customer site vaccination requirements must be adhered to when working at a customer location.



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