Site Support Technical Specialist

Job Description

Description

SAIC is seeking a highly motivated Site Support Technical Specialist to join our Cloud One team on a 24/7 support desk. The selected candidate will create and triage Tier 1 and Tier 2 tickets. Candidates must have a flexible schedule to work any shift needed per the call volume. This is a 100% remote position. 

The Air Force Cloud One Program is an existing global, interconnected, virtualized, hybrid, and IT infrastructure that hosts mission systems, applications, services, and data in support of DoD Services and Agencies.  Cloud One incorporates the capabilities of Cloud Service Providers (CSPs) and DevSecOps principles to provide common services and facilitate cloud application migrations to IL-4, IL-5 and IL-6 (NIPRNet / SIPRNet) cloud environments.

Job Responsibilities:

• Record and track issues from onset to conclusion 
• Point of contact for Cloud One Service Now Tier 2 and 3 tickets for IL-4, IL-5, IL-6 (NIPRNet / SIPRNet SAIC Coordinator / Account Creator POC for of SAAR C1FAMS/R4 process 
• Support other service desk activities as needed
• Provide first contact and incident resolution to customer with hardware, software, and application problem. Includes both customer telephone support as well as electronically submitted requests Troubleshoot, resolve, and/or escalate technical issues
• Support account creation and provisioning process, systematically interprets user problems, identify solutions, escalate and report incidents and outages, and communicate effectively with customers till resolution
• Provides polite and friendly customer service

Qualifications

Required Clearance:

• Interim secret clearance required to start; Ability to obtain a Secret clearance required to maintain employment
• US citizenship required

Required Qualifications:

• Excellent customer service skills
• Experience with Jira, Confluence and/or Service Now as user ticketing systems
• Excellent demonstrated verbal and written skills.
• Security + Certification or higher 

Desired Qualifications:

• 1-2 years experience as a Service Desk Agent
• Experience working with US Air Force Cloud One, C1 Dev, or GCCS CCE Operations
• Experience with AWS, Microsoft Azure, Oracle Cloud and/or Google Cloud Platform
• Experience with and knowledge of DoD (NIPRNet / SIPRNet)
• ITIL v4 certification desired 
• Experience with Tier 2 ticket management

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 approximately 24,000 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 $6.9 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.