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Operations and Sustainment Service & Support - Tier 1

Job ID: 196457
Location: HERNDON, VA, United States
Date Posted: Aug 14, 2019
Category: Information Technology
Subcategory: Site Support
Schedule: Full-time
Shift: On Call
Travel: No
Minimum Clearance Required: TS/SCI with Poly
Clearance Level Must Be Able to Obtain: TS/SCI with Poly
Potential for Teleworking: No

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Job Description

Description

JOB DESCRIPTION: The IT interface with all employees assigned to a designated work location to support  the employee and customer IT requirements and issues.  Responsible for ensure smooth IT operations at the workforce assigned to designated work locations and/or remote access needs.   Key interface for user support on new accounts, issuing new desktop/laptop, phone and mobile devices and software needs. IT Support for diagnosing, troubleshooting, repairing and debugging Laptop/desktop, servers, networks, phones, printers, AV and VTC and Software systems.    IT support for customer meeting and conferencing needs for daily meetings requiring IT networks, AV, and VTC needs.  Interfaces with the employees/customers to ensure new IT systems (HW, SW and networks) are coordinated through all corporate interfaces (Security, ITO Directorates).  Conducts on-site installation and testing of IT equipment to ensure proper working order.   Responsibilities include oversight and integration support of existing hardware, software, network configurations and new system initiatives for all sites within area of responsibility. Installation of software maintenance releases or hardware upgrades including the oversight of the installation process and test procedures to diagnose and resolve product performance problems at installation.  Identifies areas requiring product improvement and approves/implements upgrades and hardware or software engineering change orders.  Provides feedback and customer support regarding product performance problems and suggested solutions which may require product exchanges or more complex problem solving.  Plans, prepares and conducts on-the-job training as required in support of the foregoing activities.  Additionally, may interact with more seasoned IT personnel and potentially the customer when the customer¿s problem cannot be resolved directly.  Could support across multiple site locations, as well as remote and offsite employee issues.   (It should be understood that this is not intended to be a detailed nor comprehensive description of any individual employee's job content. Managers set the specific duties and responsibilities for each employee). Considerable knowledge of the job. Complete acquaintance with and understanding of the general and detailed aspects of the job and their practical applications to problems and situations ordinarily encountered. Supervision Received: General supervision and instructions given for routine work, and detailed instructions given for new activities or special assignments. IMPACT: Errors may be detected and corrected but may cause moderate loss of time or customer/user dissatisfaction.

LIAISON: Contacts are typically with individuals within own department and occasionally with contacts outside own organization. Contacts involved obtaining or providing information or data requiring some explanation or interpretation.

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.

 

ITSM Certified

Desired Qualifications

 

Overview

SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability

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