IT Service Desk Technician

1 week ago


Colorado Springs, Colorado, United States SAIC Full time

Job Summary

SAIC is seeking a highly skilled PC Support Specialist to join our team in support of North American Aerospace Defense Command (NORAD)/United States Northern Command (USNORTHCOM) Information Technology (IT) Enterprise Services (NITES). The purpose of NITES is to enable the J6 to provide enterprise IT Service Management in a consistent, reliable, and cost-effective manner in support of N&NC mission.

Key Responsibilities

  • Provide, integrate, and manage Service Desk functions to meet Government specified deliverables and performance thresholds and objectives.
  • Implement and manage government-approved, ITIL-compliant Service Desk systems (e.g., Incident tracking system, self-help tools), in order to collect, track, and manage Incidents and Service Requests received by the Service Desk.
  • Provide a customer-facing view to allow all N&NC customers (including subordinates, regions, and sectors) to check on the status of requests in real-time.
  • Develop and provide procedures to receive and respond to Incidents and Service Requests according to defined prioritization, escalation, and resolution targets.
  • Provide a single point of contact, coordination, and end-to-end ownership for all Incidents and Service Requests.
  • Provide customers with multiple alternative communication channels to the Service Desk.
  • Provide users with information about the availability of services and the procedures for obtaining these services via a centralized service portal.
  • Keep the government informed in the event of system or service degradation and/or outages, including incidents and requests involving high-priority users.

Requirements

  • Associates degree in a related field with 3+ years of experience or High School diploma with 5+ years of experience in lieu of education.
  • IAT Level II Security Certification such as Security + is required for this position.
  • Experience in a military environment and/or communicating with mid to senior-level military members is highly desired for this position.
  • Secret clearance.

Benefits

Target salary range: $40,001 - $80,000. SAIC accepts applications on an ongoing basis.



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