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Technical Support III

Job ID: 215785
Location: ANNISTON, AL, United States
Date Posted: Apr 28, 2021
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 Remote Work: No
Benefits: Click here

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Job Description

Description

SAIC is seeking a Technical Support III to support our DHS FEMA team in Anniston, AL. This contract supports the Department of Homeland Security's Federal Emergency Management Agency's Center for Domestic Preparedness (CDP) in Anniston, AL. This position will be worked primarily remote, but occassional attendance in office is expected.

The Technical Support III candidate selected for this position will become part of an integrated team working with a Prime Contractor to provide Tier 1 phone, email and online support to end users needing assistance with the Center for Domestic Preparedness' (CDP's) web-based applications and systems such as FEMA Student Identification (SID) registration site, CDP's Training Administration System (CTAS), and CDP Student Portal.

Collaborative call-center team support for the following:

  • Provide professional first-call solution support services to end users needing assistance with accessing and using the FEMA Student Identification and CTAS web-based registration systems and NTE Training Analytics site
  • Assist with account creation
  • Reset passwords
  • Resolving duplicate accounts
  • Cooperate with CDP federal and contractor staff to provide correct training documents, registration information, travel information and other relevant CDP training information
  • Provide professional first call solution support services to CDP staff requesting assistance and reporting issues
  • Accurately create, enter and update work orders in Microsoft Service Manager or other CDP provided work order/help desk ticket system
  • Generate and maintain an accurate and current log of all help desk related requests
  • Perform basic troubleshooting errors and testing solutions
  • Assist with user acceptance testing and pilots of developed systems and applications
  • Document problems and issues as well as provide feedback and suggestions for improving system functionality
  • Identify and report trending issues that indicate system, network or other related failure(s)
  • Use of Microsoft Office products for documentation, reporting, and tracking purposes

Qualifications

Required Qualifications:

  • Associates degree and 3 years of related experience; Or, HS education and 5 years of related experience
  • Ability to speak Spanish and ability to translate between English and Spanish fluently
  • Proven working knowledge of Microsoft Outlook, Excel and Word
  • Proven working knowledge of web applications, systems and forms
  • Proven working knowledge of Help Desk issue reporting data entry
  • Able to pass DHS background and financial security investigation and obtain public trust clearance
  • Due to clearance requirements, candidate must be U.S. citizen
  • Must be able to work flexible schedule of overtime extended hours and weekends when required



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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