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IT Application Support Specialist

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Job ID: 205802
Location: BROOMFIELD, CO, United States
Date Posted: Apr 30, 2020
Category: Information Technology
Subcategory: Technical Support
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Teleworking: No

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Job Description

Description

SAIC has teamed with the GSA to design, develop and support the evolution of IT Service Delivery for the GSA Enterprise. GSA IT requires an Information Technology Infrastructure Library (ITIL)-based solution that has an integrated, enterprise-wide focus to deliver shared IT services in accordance with GSA IT’s governance structure and portfolio-based framework.  


Job Description

  • Provides first line technical support for local and remote users, resolving technical problems and answering queries through various channels such as telephone, chat, email, and tickets submitted online.
  • Follows all company and department documented policies and procedures. Identifies, diagnoses isolates, and resolves problems with hardware, software, network, and system/applications utilizing technical skills, historical database records, and knowledgebase documentation.
  • Supporting commercial (COTS) software, customer specific applications, internet browsers, desktops, laptops, mobile devices and more. 
  • May route tickets to product line specialists, application, or system support specialists, requiring clearly documented descriptions of customers request and any troubleshooting performed. Maintains and updates records in Incident Management system.

Qualifications

Required Education/Skills
  • AA degree and minimum 1 year of technical support experience in a call center environment or high school diploma/GED and 2 years of experience.
  • Proven hardware/software troubleshooting experience
  • Proven experience providing effective and professional communication, addressing moderately complex technical issues via telephone, email, and chat
  • Demonstrated commitment and ability to provide excellent customer service
  • Ability to work well with all teammates in a fast-paced SLA driven environment
  • Interpersonal skills and excellent written and oral communications, including the ability to collaborate effectively
  • Understanding of IT concepts/practices and experience with common service desk software.
  • Proven ability to think and troubleshoot logically and act decisively in critical situations
  • Experience supporting Microsoft Office and Windows OS in an enterprise environment
  • Experience with account administration and password resets in a Microsoft Active Directory environment

Availability:

  • Ability to arrive and start work promptly at beginning of scheduled shift 
Clearance Required
  • Must be a US Citizen and possess a US “Public Trust” clearance, Secret (or higher) clearance, or be able to obtain a Public Trust clearance. 
Desired
  • 3+ years of experience in computer hardware/software support
  • ITIL Certification
  • Familiarity with government IT environment and administrative processes
  • Technical certifications such as A+, N+, MCP, MCSE, CCNA
  • Strong working knowledge of Windows 7, IE 8 and higher, Google applications, VPN software, VDI, and other commonly used commercial products


Overview

SAIC is a premier technology integrator solving our nation's most complex modernization and readiness challenges. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes high-end solutions in engineering, IT, and mission solutions. Using our expertise in existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions. We are 25,500 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, Virginia, SAIC has pro forma annual revenues of nearly $7.1 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom. For SAIC benefits information, see Working at SAIC. EOE AA M/F/Vet/Disability

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