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O&S Customer Support Cloud One Dev

Job ID: 214212
Location: MONTGOMERY, AL, United States
Date Posted: Apr 16, 2021
Category: Engineering and Sciences
Subcategory: Systems Engineer
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: Secret
Clearance Level Must Be Able to Obtain: None
Potential for Remote Work: Yes
Benefits: Click here

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Job Description

Description

SAIC is seeking a highly motivated Customer Support Analyst to join our Cloud One team to Triage Tier 2 and Tier 3 tickets, record and track issues from outset to conclusion, support account creation process, and systematically interprets user problems and identifies solutions and possible side effects. The Air Force Cloud One Program is an existing global, interconnected, virtualized, hybrid, and IT infrastructure that hosts mission systems, applications, services, and data in support of DoD Services and Agencies.  Cloud One incorporates the capabilities of Cloud Service Providers (CSPs) and DevSecOps principles to provide common services and facilitate cloud application migrations to IL-4, IL-5 and IL-6 (NIPRNet / SIPRNet) cloud environments.

The responsibilities of the O&S Customer Support Analyst:

  • Point of contact for Cloud One Service Now Tier 2 and 3 tickets for IL-4, IL-5, IL-6 (NIPRNet / SIPRNet) – 80%
  • SAIC Coordinator / Account Creator POC for of SAAR C1AAA/R4 process – 10%
  • Support other service desk activities as needed – 10%
  • Provides first contact and incident resolution to customer with hardware, software, and application problems   Includes both customer telephone support as well as electronically submitted requests.
  • Troubleshoot, resolve, and/or escalate technical issues.
  • Provides polite and friendly customer service

Qualifications

REQUIRED EDUCATION AND EXPERIENCE

  • Minimum of 2 years’ experience as a Service Desk Analyst with a Bachelor’s degree in a Computer Sciences, Engineering or other IT related field or equivalent work experience.  Additional years of experience may be considered in lieu of a degree.
  • Experience with Tier 2 ticket management
  • Excellent, demonstrated verbal and written skills.

DESIRED EDUCATION AND EXPERIENCE

  • Experience working with US Air Force Cloud One, C1 Dev, or GCCS CCE Operations
  • Experience with Jira, Confluence and Service Now as user.
  • Certification ITLI v3 Foundation
  • Experience with AWS, Microsoft Azure, and/or Google Cloud Platform
  • Experience with and knowledge of DoD (NIPRNet / SIPRNet)

REQUIRED CLEARANCE

  • Active Secret Clearance

 


Target salary range: $50,001 - $75,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.


Overview

SAIC is a premier technology integrator solving our nation's modernization and readiness challenges. Our offerings across defense, space, civilian, and intelligence markets include high-end solutions in engineering, IT, and mission outcomes. We integrate the best components from our portfolio with our partner's ecosystem to deliver innovative and effective solutions. We are 25,500 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, VA, SAIC has annual revenues of nearly $7.1 billion. For information, visit saic.com or Working at SAIC for benefits details. SAIC is an Equal Opportunity Employer empowering people no matter their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or veteran status. We strive to create a diverse, inclusive and respectful work culture that values all.

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