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Help Desk Support Services Specialist Senior

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Job ID: 2115602
Location: HUNTSVILLE, AL, United States
Date Posted: Nov 17, 2021
Category: Information Technology
Subcategory: Technical Support
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: No
Benefits: Click here

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Job Description

Description

SAIC is hiring for a Help Desk Support Services Specialist Senior position to support the team in Huntsville, Alabama.

DUTIES OF POSITION:

A Helpdesk Support Services Specialist - Senior is responsible for performing tasks which require touching the desktop. Given that this position physically interfaces with the customer, a professional, courteous demeanor is required in all circumstances.

A Helpdesk Support Services Specialist - Senior must possess excellent communication skills including verbal, written, and telephone etiquette. Above average ability to interpret, analyze, troubleshoot and resolve technical problems. Must be decisive, conscientious and interact well in a team environment or training capacity. Have a strong desire to learn and be able to follow policies and procedures. Must demonstrate the ability to work well with a minimal amount of supervision. Must have a strong working knowledge of and experience with computer hardware, software and peripheral devices in a diverse environment. Must provide a high level of interfacing with co-workers and communicate effectively with the clients, IT personnel and management.

Customer Service: Provide direct customer service and technical support to users as required via phone, e-mail, on-line systems and in person.

  • Provide professional and personal assistance to clients in answering inquiries, locating information and analyzing technical requirements at a moment’s notice, sometimes in very stressful situations.
  • Serve as a liaison with organization leadership for technology-related issues, guidance and questions.
  • Provide desk-side information technology support to U.S. Army war-fighter customers/users at a military installation.
  • Provide professional and prompt responses to users for problem resolution, in person, verbally and in writing.
  • Must correspond professionally and promptly with co-workers and supervisors, in person, verbally and in writing.
  • Must be able to interface with individuals and military/civilian professionals at all levels of the organization.
  • Must have good organizational skills and be able to work independently.
  • Grooming and dress must be appropriate for the position and must not impose a safety risk/hazard to the employee or others.

Technology:

A Help Desk Support Services Specialist’s main technology emphasis should be to:

  • Configure and install PCs, network printing devices, peripherals and software, including physical attachment of equipment to network.
  • Install and maintain peripheral equipment such as printers, modems, scanners, etc.
  • Familiarity and expertise in various operating systems.
  • Familiarity and expertise in mobile devices (Apple IOS, Android, etc.).
  • Familiarity and expertise in business applications such as Microsoft Office and Adobe products and/or customer-defined/Army application suites.
  • Install, configure and maintain network applications and application distribution systems.
  • Ensure system security in compliance with customer policy including virus protection.
  • Implement and maintain network standards and guidelines.
  • Utilize tools sets such as Active Directory, Remote Desktop, etc.
  • Operate audio/visual equipment such as Video Teleconferencing devices, projectors, and presentation hardware.
  • Maintain skill set required to do job. 
  • Maintain an awareness of trends within the technology industry, researching and testing to determine how they could be implemented within the organization.
  • Perform other hardware and software tasks as assigned.
  • Awareness of Army compliance requirements, such as AR 25-2, Security Technical Information Guidelines, and RMF process.
  • Update systems with IAVA updates and anti-virus updates.

Leadership/Direction:

Activities will be directed, monitored, outlined and supervised by a Project Lead. Works independently on recurring projects and assigned tasks. Serves as liaison with PEO and PMO leadership. Serve as liaison/coordinator for organization moves/relocations, equipment refreshes, and organization projects. Assist team members with solving high-level technical issues, providing guidance and assistance as needed. A Helpdesk Support Services Specialist - Senior is responsible for training junior technicians in troubleshooting/repair/maintenance of PC hardware, troubleshooting/installing software on PCs, and use and maintenance of PC operating systems. A Helpdesk Support Services Specialist - Senior serves as a leader, providing guidance and coaching/training resources to improve customer support techniques. Often they will research, administer and support new technologies in the IT arena per customer requirements.

Activities:

A Helpdesk Support Services Specialist - Senior will have strong working knowledge of desktop operating systems, office applications, hardware, installation/troubleshooting and knowledge of network operating systems and hardware. A Helpdesk Support Services Specialist - Senior plans and implements projects such as migrations, upgrades, and implementation of new technologies. A Helpdesk Support Services Specialist - Senior should be able to resolve the most complicated technical issues, rarely needing advice and/or expertise from a higher-level technician.

Criticality of Attendance:

Consistent attendance is critical. A typical work week runs from Monday-Friday and daily work hours range from 6:30 AM – 5:00 PM. This will occasionally vary due to 24/7 coverage for emergencies (rare but possible) and infrequent Overtime requirements. Being prompt is extremely important to provide continuous and on-going service to customers. Attendance is important to maintain continuity of service.

Qualifications

EDUCATION/TRAINING/EXPERIENCE:

  • Preferred Education/Experience – Six (6) years’ of relevant experience OR 4 years’ of relevant experience and an Associate’s Degree in a Technical Discipline or related field.
  • Required Training – CompTIA Security+ certification. At least one additional related computing environment (desktop OS) certification. Examples: MCITP (Enterprise Desktop Support Technician), A+, MCDST, MCP or HDI Desktop Support Technician.

The position for which you are interviewing requires a U.S. government security clearance and the ability to obtain unescorted access to work areas on a military installation. An active Interim Secret security clearance is required to start.


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.


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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