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Software Applications Support Technician

Job ID: 2014959
Location: COLUMBIA, MD, United States
Date Posted: Sep 28, 2020
Category: Information Technology
Subcategory: Network Technician
Schedule: Full-time
Shift: Day Job
Travel: Yes, 10 % of the Time
Minimum Clearance Required: Secret
Clearance Level Must Be Able to Obtain: Top Secret
Potential for Remote Work: No

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Job Description

Description

SAIC is seeking candidates for the Defense Information Systems Agency (DISA), a Combat Support Agency, who engineers and provides command and control capabilities and enterprise infrastructure, to continuously operate and assure a global net-centric enterprise which directly supports joint warfighters, national level leaders, and other mission and coalition partners across the full spectrum of operations.


The Software Applications Support Technician will support DISA Storefront Global Service Desk team and will be responsible for all Tier I and II escalated incidents, to perform proactive near-real-time system monitoring that is applicable to the DISA Storefront solutions/application(s); troubleshoot and resolve trouble tickets, collaborate with development team to recreate problems in test environment, verify issue resolution on customer’s behalf, verify with the customer that the issue has been resolved and update using the Remedy ticketing system. 


This requirement entails shift work options. Core business hours is defined as 0800 – 1700 during weekdays (in accordance with global customer time zones). Contact with customers may periodically be required on weekends, but not Federal holidays.  This requirement requires shift work as defined by:

Day shift 7am – 3 pm

Mid-shift 3pm-11pm *

Nightshift 11pm-7am *


Technical support will be available on a 24/7 basis and available Monday through Friday during global government business hours. The Tier II Help Desk will serve as the 24/7 escalation point for Tier III activations. The goal is to provide customer support to our global user base during their core business hours.  *Mid-shift and Nightshift will start on a Sunday evening.



Essential Functions and Responsibilities:
  • Provide Tier II Help Desk support, ensure that all phases of help desk support are properly coordinated, monitored, logged, tracked, and resolved appropriately.
  • Update Known Error Database.
  • Provide Level II support for escalated incidents, and perform proactive near-real-time system monitoring that is applicable to the DISA Storefront solution/application(s), requiring DISA Storefront application-specific knowledge and reach-back to Oracle, as necessary, to resolve product issues.
  • Provide Government with recommendations to reduce or eliminate unnecessary work and reduce number of handoffs and volume of Level II incidents.
  • Participate in governance activities as required, including analysis, determination of root cause, document findings.
  • Provide support for system release related activities (e.g., create, document, test and support the production patches that are built to move the code from the code base to production).
  • Provide Level III support to include but not limited to the following activities:  Analyze and Resolve Changes escalated from Level II and document analysis/findings; Perform advanced incident trend analysis.


Qualifications

Required Qualifications:
  • High School equivalent and 7+ years related experience.

  • A Secret clearance is required.  Must be able to obtain a Top Secret clearance. 
  • 5+ years of directly related experience in supporting Tier II and Help Desk operations.
  • Proficient in the use of BMC Remedy, or JIRA Service Desk, or PRISM, or ServiceNow “Support IT”, contract and purchasing software.
  • Familiarization with specific technologies (e.g. Oracle, Sybase, RedHat, Windows, ClearCase, Serena etc.) desired.
  • Proficiency in MS Office products.
  • Knowledgeable in the use of remote-control utilities to resolve customer issues.
  • Familiar with a variety of field’s concepts, practices, and procedures.
  • Experience in providing technical support and troubleshooting network, desktop and/or systems hardware and software.
  • Excellent communication, business analytical and problem-solving/trouble shooting skills.
  • Effective Customer Service and management skills/capabilities; including a demonstrated ability to work cross-functionally (internally) and/or externally.
  • Strong English language skills (both written and verbal). 
  • Must have a self-starter mentality with the ability to work independently and as a team member in a collaborative environment.
  • Ability to efficiently handle stressful situations.


Desired Qualifications:

  • Candidates with experience with Kinetic Request, Kinetic Task, Kinetic Response, Kinetic Info are strongly desired

  • Familiarity with Agile and or SAFe practices. Experience with JIRA.  Any equivalent IAT-II certification; if not the certification listed above.




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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