Job ID: 2300055
Location: ANNAPOLIS JUNCTION , MD , US
Date Posted: 2023-01-03
Category: Information Technology
Subcategory: Network Technician
Schedule: Full-time
Shift: Night Job
Travel: No
Minimum Clearance Required: Secret
Clearance Level Must Be Able to Obtain: None
Potential for Remote Work: No
Description
SAIC is seeking a Help Desk Technician with a fully adjudicated Secret clearance to work remotely in the continental United States. The Help Desk Technician will support DISA Storefront Global Service Desk team and will be responsible for all Tier I and II escalated incidents, to perform proactive near-real-time system monitoring that is applicable to the DISA Storefront solutions/application(s); troubleshoot and resolve trouble tickets, collaborate with development team to recreate problems in test environment, verify issue resolution on customer’s behalf, verify with the customer that the issue has been resolved and update using the Remedy ticketing system.
This requirement requires shift work as defined by:
Nightshift 11pm-7am *
Technical support will be available on a 24/7 basis and available Monday through Friday during global government business hours. The Tier II Help Desk will serve as the 24/7 escalation point for Tier III activations. The goal is to provide customer support to our global user base during their core business hours. Nightshift will start on a Sunday evening.
Qualifications
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Bachelor's degree in a related technical discipline, or the equivalent combination of education, technical certifications, or training or work experience.
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5+ years of directly related experience in supporting Tier II and Help Desk operations.
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Proficient in the use of BMC Remedy, or JIRA Service Desk, or PRISM, or ServiceNow “Support IT”, contract and purchasing software.
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Familiarization with specific technologies (e.g. Oracle, Sybase, RedHat, Windows, ClearCase, Serena etc.) desired.
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Proficiency in MS Office products.
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Knowledgeable in the use of remote-control utilities to resolve customer issues.
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Familiar with a variety of field’s concepts, practices, and procedures.
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Experience in providing technical support and troubleshooting network, desktop and/or systems hardware and software.
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Excellent communication, business analytical and problem-solving/trouble shooting skills.
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Effective Customer Service and management skills/capabilities; including a demonstrated ability to work cross-functionally (internally) and/or externally.
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Must have a self-starter mentality with the ability to work independently and as a team member in a collaborative environment.
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Ability to efficiently handle stressful situations.
Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.SAIC® is a premier Fortune 500® technology integrator driving our nation's technology transformation. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes secure high-end solutions in engineering, digital, artificial intelligence, and mission solutions. Using our expertise and understanding of existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions that are critical to achieving our customers' missions.
We are approximately 26,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer, fostering a culture of diversity, equity, and inclusion, which is core to our values and important to attract and retain exceptional talent. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.4 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.
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