Technical Services Analyst

Job Description

Description

SAIC is looking for computer user support specialists/technicians to support the Air Force AOC (Air Operations Center) Block 20 Tier 1 Help Desk at Langley AFB, in Hampton, VA. 

This position requires 24/7/365 customer support with a focus on the night shift (11pm - 7am) and weekend shifts as needed.

This Kessel Run team will support global Department of Defense/Air Force AOC operators who use fully-integrated, next generation software to plan, monitor, direct, execute, and assess Air Force, joint and coalition air campaigns in support of national and coalition objectives. They support AOC Block 20 modernized software, resilient IT platforms and databases, and other Air Force mission and communication suites. KRADOS, the Kessel Run All-Domain Operations Suite, is the backbone of AOC Block 20, and will be the team's primary support focus; the applications within KRADOS are connected by common data streams and supported by a hybrid cloud infrastructure.

Job responsibilities include but are not limited to:

• Provide Tier 1 support to USAF Airmen/AOCs on Block 20/KRADOS and affiliated applications and data/infrastructure, including phone, chat, email, ticketing systems, and other communications with both users and Tier 2 (application and platform engineers).
• Ensure maximum issue resolution in minimum time to meet Service Level agreements.
• Assist users with computer hardware and/or software applications (e.g. website access, email setup, troubleshooting, etc.).
• Provide in-depth applications knowledge of AOC Weapon System and other applications, services and/or systems.
• Assist software engineering product teams with developing modern support solutions to ease customer pain associated with problem resolution.
• Resolve procedural issues and perform technical troubleshooting.
• Maintain and update an electronic database of common procedural issues and solutions or quick fixes to known issues, to include self-help Frequently Asked Questions, etc.
• Keep current on advances in the field of IT, cloud-native application development and container orchestration technologies including Kubernetes
• Provide 24/7 support as needed/directed by the Government
• Provide coordination and support for Tier 0 and/or Tier 2 level ticket requests

Qualifications

TYPICAL EDUCATION AND EXPERIENCE: 

• AA Degree in related discipline and one year related experience; Or, High School and two (2) years of related experience with relevant certification. May consider an additional 2 years of related experience in lieu of degree. (highly preferred: any experience technical experience working in AOC weapon systems)
• Current IAT Level II certification (CompTIA Security + CE, CCNA Security, SSCP, GSEC)
• Interim Secret clearance; Must be able to obtain Secret clearance
• Knowledge and experience with Intel based Windows, and UNIX
• Knowledge and experience with Cloud Computing relating to Microsoft Azure and/or AWS

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.