Posted today
Secret
Entry Level (less than 2 yrs experience)
Unspecified
IT - Support
Sierra Vista, AZ (On-Site/Office)
Top Skills' Details
*Active Secret clearance, Current A+, Net+ or Sec+ Cert.
1. ~0- 6 months of help desk support experience or customer service experience for the department of defense/military and a current Sec+, net+, or A+.
2. Office 365 fundamental knowledge will be a huge plus. The Army just released Office365 and the support with this is crucial for the success of the program. Must demonstrate the ability to communicate well with both internal and external individuals, a high level of customer service is mandatory
3. Experience with fundamental networking knowledge obtained by passing the A+ certification, and escalating higher-level issues to the appropriate team members.
4. Ability to work shift work including days, swings, mids and weekend shifts.
Secondary Skills - Nice to Haves
Job Description
Our team is seeking a qualified help desk Support technicians to support one of the largest, most collaborative enterprise service desks in the defense space.
Under the Army Enterprise Service Desk, the System Support function handles incidents and requests from mission partners anywhere on the globe. You will:
- Resolve technical problems (Tier 1) and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.
- Answers basic questions about installation, operation, configuration, customization, and usage of assigned products.
- Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
- Escalates complex problems to higher tiers as required.
- Documents all customer interactions within a ticketing system.
Additional Skills & Qualifications
This candidate is required to obtain a Security Clearance and/or have an active Secret Security Clearance.
- Past DOD experience will be a plus.
- Communication, ability to work well with a team will be very important for this position.
- Intellectual curiosity, agents who come in wanting to learn will prosper
- Transitioning veterans and Military spouses have had tremendous success in the organization.
Employee Value Proposition (EVP)
Each individual joining this team will play a highly important, ultra-visible part in Army's plans to brainstorm, design, build and implement a standardized, innovative, and agile Information Technology Service Management (ITSM) solution. Candidates can expect a fast paced, evolving environment, focused on innovation and streamlining.
This position provides 11 FEDERAL Holidays, and 40 hours/5 days (sick time to be accrued) sick time.
Our client offers a very competitive benefits package including health insurance coverage from first day of employment, a 401k with an immediately vested company match, vacation and educational benefits.
Our client is an Equal Opportunity Employer (EEO). Minorities, Females, Disabled Persons, and Veterans
IA: Brian M. Has been here for the past 10 years. Knows of this program and the importance this has for SAIC and how critical it is for SAIC to perform. Brain has felt one of the greatest advantages of working for SAIC for this long has been the upward mobility the environment has provided for him. He feels the benefits are good and are market for what you get but he loves the environment because it is fast paced and each call he takes is a new challenge for him to figure out. Even though SAIC gains and loses customers they will always do what they can to keep their great employees and put them on new projects. He is in a managerial role now and still feels like the sky is the limit when it comes to upward mobility for him. He also said that because the work environment is a call/support center there is a fair amount of overview within call metrics and SLA's. The best types of employees are the ones who are motivated and committed to helping the customers. This outweighs any technical gaps an employee would have.
Work Environment
Agents supporting the new program will sit onsite in Fort Huachuca, AZ at our clients solutions center. This center is built with collaboration, team mentality, and security in mind.
Our team will be providing 24/7 365 support to thousands of end users around the globe. Agents will split this into three main shifts. Early morning, Mid, and evening. Each shift will be 8 hours, and we will do our best to align everyone with a shift that fits their schedule.
Equipment - The Govt will issue the following on an as needed basis:
•Configured desktop or laptop computers
•Peripherals to include monitors, mouse devices, docking stations and keyboards
•Phones, and supporting standard office equipment such as copiers, fax machines, etc. at Tier II Government Locations for on-site contractor personnel
Business Drivers/Customer Impact
Providing L1/L2 support for the Army on their SIPR Desk. The Army Enterprise Service Management platform is responsible for servicing Thousands of worldwide end users and customers in the defense space. With this new program. If our client does not effectively fill these service desk roles, then key DOD personnel and end users may be at risk of failed missions due to technical malfunctions. Our team will quite literally be responsible for keeping the DOD's technical environment running effectively.
Why is the position open(provide details)
External Communities Job Description
Our team is seeking qualified help desk technicians to support one of the largest, most collaborative enterprise service desks in the defense space on a 12-month contract with a very long extension. You will be responsible for providing remote support via phone, email, text, and virtual software to millions of global end users in the defense space.
*Active Secret clearance, Current A+, Net+ or Sec+ Cert.
1. ~0- 6 months of help desk support experience or customer service experience for the department of defense/military and a current Sec+, net+, or A+.
2. Office 365 fundamental knowledge will be a huge plus. The Army just released Office365 and the support with this is crucial for the success of the program. Must demonstrate the ability to communicate well with both internal and external individuals, a high level of customer service is mandatory
3. Experience with fundamental networking knowledge obtained by passing the A+ certification, and escalating higher-level issues to the appropriate team members.
4. Ability to work shift work including days, swings, mids and weekend shifts.
Secondary Skills - Nice to Haves
Job Description
Our team is seeking a qualified help desk Support technicians to support one of the largest, most collaborative enterprise service desks in the defense space.
Under the Army Enterprise Service Desk, the System Support function handles incidents and requests from mission partners anywhere on the globe. You will:
- Resolve technical problems (Tier 1) and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.
- Answers basic questions about installation, operation, configuration, customization, and usage of assigned products.
- Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
- Escalates complex problems to higher tiers as required.
- Documents all customer interactions within a ticketing system.
Additional Skills & Qualifications
This candidate is required to obtain a Security Clearance and/or have an active Secret Security Clearance.
- Past DOD experience will be a plus.
- Communication, ability to work well with a team will be very important for this position.
- Intellectual curiosity, agents who come in wanting to learn will prosper
- Transitioning veterans and Military spouses have had tremendous success in the organization.
Employee Value Proposition (EVP)
Each individual joining this team will play a highly important, ultra-visible part in Army's plans to brainstorm, design, build and implement a standardized, innovative, and agile Information Technology Service Management (ITSM) solution. Candidates can expect a fast paced, evolving environment, focused on innovation and streamlining.
This position provides 11 FEDERAL Holidays, and 40 hours/5 days (sick time to be accrued) sick time.
Our client offers a very competitive benefits package including health insurance coverage from first day of employment, a 401k with an immediately vested company match, vacation and educational benefits.
Our client is an Equal Opportunity Employer (EEO). Minorities, Females, Disabled Persons, and Veterans
IA: Brian M. Has been here for the past 10 years. Knows of this program and the importance this has for SAIC and how critical it is for SAIC to perform. Brain has felt one of the greatest advantages of working for SAIC for this long has been the upward mobility the environment has provided for him. He feels the benefits are good and are market for what you get but he loves the environment because it is fast paced and each call he takes is a new challenge for him to figure out. Even though SAIC gains and loses customers they will always do what they can to keep their great employees and put them on new projects. He is in a managerial role now and still feels like the sky is the limit when it comes to upward mobility for him. He also said that because the work environment is a call/support center there is a fair amount of overview within call metrics and SLA's. The best types of employees are the ones who are motivated and committed to helping the customers. This outweighs any technical gaps an employee would have.
Work Environment
Agents supporting the new program will sit onsite in Fort Huachuca, AZ at our clients solutions center. This center is built with collaboration, team mentality, and security in mind.
Our team will be providing 24/7 365 support to thousands of end users around the globe. Agents will split this into three main shifts. Early morning, Mid, and evening. Each shift will be 8 hours, and we will do our best to align everyone with a shift that fits their schedule.
Equipment - The Govt will issue the following on an as needed basis:
•Configured desktop or laptop computers
•Peripherals to include monitors, mouse devices, docking stations and keyboards
•Phones, and supporting standard office equipment such as copiers, fax machines, etc. at Tier II Government Locations for on-site contractor personnel
Business Drivers/Customer Impact
Providing L1/L2 support for the Army on their SIPR Desk. The Army Enterprise Service Management platform is responsible for servicing Thousands of worldwide end users and customers in the defense space. With this new program. If our client does not effectively fill these service desk roles, then key DOD personnel and end users may be at risk of failed missions due to technical malfunctions. Our team will quite literally be responsible for keeping the DOD's technical environment running effectively.
Why is the position open(provide details)
External Communities Job Description
Our team is seeking qualified help desk technicians to support one of the largest, most collaborative enterprise service desks in the defense space on a 12-month contract with a very long extension. You will be responsible for providing remote support via phone, email, text, and virtual software to millions of global end users in the defense space.
group id: 10105424
Accelerating IT transformation in the public sector
