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Job ID: 1925277
Location: MACDILL AFB, FL, United States
Date Posted: Nov 4, 2019
Category: Information Technology
Subcategory: Technical Support
Travel: Yes, 10 % of the Time
Minimum Clearance Required: Secret
Clearance Level Must Be Able to Obtain: TS/SCI
Potential for Teleworking: No
We currently have an opening for 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.
Must have Service Desk/Help Desk experience.
High School equivalent and 2+ years of experience.
Must possess a current Secret clearance and be able to obtain a TS/SCI.
IAT Level 2 certification (Security +) is required.
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.
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