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Service Desk Technician

Job ID: 2211391
Location: MACDILL AFB, FL, United States
Date Posted: Aug 8, 2022
Category: Information Technology
Subcategory: Site Support
Schedule: Full-time
Shift: Day Job
Travel: Yes, 10 % of the Time
Minimum Clearance Required: Secret
Clearance Level Must Be Able to Obtain: TS/SCI
Potential for Remote Work: No Remote
Benefits: Click here

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Job Description

Description

SAIC is seeking an Information Technology (IT) Service Desk Technical Analyst specialist for the U.S. Central Command (USCENTCOM) C4ES (J-6) program. This position is located at MacDill AFB, Tampa, Florida.


The Information Technology (IT) Service Desk Technical Analyst provides first line technical support and customer service services. The Analyst ensures that professional support and response standards are met and maintained.  Assist customers with questions regarding account administration, distribution of software, system and network status, CAC card access, password requests, media validations and general questions via telephone, web, email, face to face or by the Service Desk ticketing system. The responsibilities include responding to Level I technical support incidents and change requests. Perform troubleshooting procedures and solve technical problems on computer hardware equipment, software, computer devices, components, network devices, and network connectivity. This includes, but is not limited to, MS Windows Desktop, laptops, thin clients, zero clients, scanners, printers, servers, MS Office products, MS Exchange and various commercial and government software. Remote access to client PCs. Create and maintain network accounts using Active Directory. Process and manage customers' request using the ITSM Remedy Ticketing system. Works closely with all tasks areas to continuously improve customer support and customer satisfaction. 

 

Qualifications

  • Eduation required: AA Degree in related discipline and one year related experience; Or, High School and two (2) years of related experience with relevant certification.
  • Secret clearance required to start - Must be able to attain TS/SCI clearance
  • CompTIA Security+ certification
  • Must have Service Desk/Help Desk experience.
  • Experienced with personal computers and network operation.
  • Experience in use of Service Desk telephone and ticketing management software; Remedy and Automatic Call Distribution (ACD) experience is a plus.
  • Technical proficiency with Microsoft operating systems and Microsoft office suite.
  •  Excellent hardware and software troubleshooting skills. 
  • Active Directory and Microsoft exchange experience required.
  • Demonstrate a high level of customer relationship skills to include professional telephone etiquette.
  • The ability to effectively communicate with all levels of technology users and leadership. 
  • Experience working in a highly visible, constantly changing, fast paced, high level government environment supporting military, government and contractor personnel is desired. 

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.

Overview

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 more than 26,500 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer, fostering a respectful work culture based on diversity, equity, and inclusion that values all contributors. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.1 billion. For more information, visit saic.com.

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