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O&S Customer Support

Job ID: 2115335
Location: MONTGOMERY, AL, United States
Date Posted: Oct 13, 2021
Category: Engineering and Sciences
Subcategory: Systems Engineer
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: Interim Secret
Clearance Level Must Be Able to Obtain: Secret
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 five (5) years of relevant experience with a Bachelor’s degree in a Computer Sciences, Engineering or other IT related field or equivalent work experience.  Additional 4 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

COVID Policy: Prospective and/or new employees will be required to adhere with SAIC's vaccination policy. All SAIC employees must be fully vaccinated and they must submit proof of vaccination on their first day of employment. Prospective or new employees may seek an exemption to the vaccination requirement at Contact Us and must have an approved exemption prior to the start of their employment. Customer site vaccination requirements, if more strict, will take precedence over SAIC's vaccination policy.
Target salary range: $75,001 - $85,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.


Overview

SAIC® is a premier Fortune 500® technology integrator driving our nation's technology transformation. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes secure high-end solutions in engineering, digital, artificial intelligence, and mission solutions. Using our expertise and understanding of existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions that are critical to achieving our customers' missions.

We are more than 26,500 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer, fostering a respectful work culture based on diversity, equity, and inclusion that values all contributors. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.1 billion. For more information, visit saic.com.

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