Technical Services Analyst

3 weeks ago


Hampton, Virginia, United States SAIC Full time

Job Summary:

SAIC is seeking a Technical Services Analyst to support the Air Force AOC Block 20 Tier 1 Help Desk at Langley AFB, in Hampton, VA.

This Kessel Run team will provide Tier 1 support to USAF Airmen/AOCs on Block 20/KRADOS and affiliated applications and data/infrastructure, including phone, chat, email, ticketing systems, and other communications with both users and Tier 2 (application and platform engineers).

Key Responsibilities:

  • Provide technical support to AOC Block 20 users, ensuring maximum issue resolution in minimum time to meet Service Level agreements.
  • Assist users with computer hardware and/or software applications, including website access, email setup, troubleshooting, and other technical issues.
  • Provide in-depth applications knowledge of AOC Weapon System and other applications, services, and/or systems.
  • Assist software engineering product teams with developing modern support solutions to ease customer pain associated with problem resolution.
  • Resolve procedural issues and perform technical troubleshooting.
  • Maintain and update an electronic database of common procedural issues and solutions or quick fixes to known issues.

Requirements:

  • Bachelor's degree in Information Technology, Computer Science, or related discipline and 5 years of experience.
  • 2 years of experience in a Help Desk environment, and minimum 2 years of experience in computer and information systems.
  • Current IAT Level II certification (CompTIA Security + CE, CCNA Security, SSCP, GSEC).
  • Active Interim Secret Clearance; Must be able to obtain a Secret Clearance.
  • Knowledge and experience with Intel-based Windows, and UNIX.
  • Knowledge and experience with Cloud Computing relating to Microsoft Azure and/or AWS.


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