Senior Help Desk Support Specialist

Description

SAIC is seeking a Tier 1 Support Specialist to support an IT Service Management effort at MacDill Air Force Base (AFB) in Florida. SAIC provides strategic, technical, and program management guidance and support services to facilitate the operations and modernization of the combatant command's infrastructure, systems, and applications.

The successful candidate works on high-visibility or mission critical aspects of a given program and performs all functional duties independently; oversees the efforts of less senior staff and/or is responsible for the efforts of all staff assigned to a specific job.

Responsibilities:

• Provides Tier 2 deskside end-user support with strong communication skills
• Support Information Systems and networks, including remote communications equipment, mobile communication systems, secure telephone equipment, video conferencing terminals, laptops, desktops, computer peripherals and other equipment.
• Test all mobile communications equipment and communications suites to ensure all equipment is operational. The equipment shall be ready to deploy within one hour of the notifications for deployment.
• Provides on-site technical support, to include travel to CONUS locations, by performing installation, repair, and preventative maintenance of workstations and related software/hardware, image Windows 11 OS, deploy equipment, and perform asset management.
• Troubleshoots software and hardware failures and applies domain specific knowledge to return equipment to operational status within agreed upon Service Level Agreement parameters.
• Interacts daily with government leads, supervisors, peer groups and customers in order to manage workflow in timely and professional manner.
• Install, troubleshoot, repair, operate, and maintain networking equipment, encryption devices, computers, workstations, laptops, thin clients, printers, scanners, and any other equipment within the scope of this task.
• Manages and maintains service records for several hundred user devices, including local circuits, telephones, and cellular/personal electronic devices.
• Provides technical support, administration, and maintenance for a variety of voice communication systems, including VoIP and satellite technology.
• Utilizes ServiceNow to manage, document, and resolve all user-reported incidents, service requests, and trouble tickets in a timely manner.

This position is Monday through Friday, normal business hours. However, employee may be required to provide after-hours and weekend support during planned or emergency events.

Qualifications

Required Qualifications:

• BA/BS and
  
  Four (4) or more years of experience
• DoW Secret clearance
• Must have at least one of these IAT Level II certifications: Security+, CECCNA-Security, CySA+ **, GICSP, GSEC, CND, SSCP
• Must have at least one Computing Environment (CE) certification or certificate for the technical area of responsibility in either Network support/defense (e.g., Splunk, Cisco, McAfee, etc.) OR Operating System (e.g., Microsoft, Linux, Solaris, etc.)
• Experience researching and writing documentation and examples for technical personnel
• Experience with MS Office to include Word, PowerPoint, Visio, and Project
• Ability to manage multiple, high, & competing priorities in a fast-paced, constantly changing environment
• Strong oral and written communication skills across all levels
• Self-starter and problem solver
• Must be a team player
• Ability to quickly grasp complex technical concepts and make them easily understandable in text and pictures
• Ability to communicate IT, networking, and security concepts to personnel at all levels of experience and responsibility

Desired Qualifications:

• MA/MS
• Ten (10) or more years of experience
• DoD TS/SCI clearance
• ITIL Foundations (v4 or higher) certification