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IT Systems User Support Specialist

Job ID: 2118274
Location: SAN DIEGO, CA, United States
Date Posted: Nov 24, 2021
Category: Software
Subcategory: SW Config Analyst
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: Secret
Clearance Level Must Be Able to Obtain: None
Potential for Remote Work: No
Benefits: Click here

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Job Description

Description

SAIC is looking to fill an IT Systems User Support Specialist position in support of the Naval Information Warfare Command 
(NIWC) Pacific.

This work will be performed on-site in San Diego, CA, to provide user support on the use of Logistics and Fleet Support Directorate 4.0 IT Tools, specifically SAILOR, in response to telephone, email contacts, and helpdesk tickets.

The IT system NIWC Acquisition Integrated Logistics Online Repository (SAILOR) is a centralized repository that provides technical, logistics, and configuration documentation to the fleet.

JOB DESCRIPTION:

  • Provides user support and training on the SAILOR system.
  • The User Support Specialist shall provide user support on the use of 4.0 IT Tools application SAILOR in response to telephone, email contacts, and helpdesk tickets.
  • Provides monthly metrics that detail the operational usage and sustainment for each of the application systems, to be included in the Monthly Status Report . Metrics shall include the number of new users account creation, number of User Support Tickets Open and Closed, system utilization metrics, and associated detailed description including time spent repairing problems to operating software. 
  • The User Support Specialist shall create, update and maintain existing training materials and user manuals for job- skills type training to enable customers to use the SAILOR application. Training material and presentations shall also address the associated policies and processes for which the 4.0 IT Tools systems support.

 

COVID Policy: Prospective and/or new employees will be required to adhere with SAIC's vaccination policy. Full vaccination will be required before the start of employment in order to work onsite at an SAIC location. If applicable, 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. Employees working onsite at a customer location must comply with customer requirements which may include mandatory vaccination, mandatory attestation regarding one's vaccination status and mandatory weekly or bi-weekly testing.

 

Qualifications

REQUIRED EDUCATION AND EXPERIENCE:

  • Bachelors and five (5) years or more experience; Masters and three (3) years or more experience; PhD and 0 years related experience
  • Active Secret Clearance
  • Experience with capturing user’s community feedback and resolution of questions/concerns.
  • Experience with developing and execution of test plans to quality check all patches, fixes, and new releases.
  • Experience with developing and capturing user’s manuals, processes, procedures.
  • Experience with IT system sustainment engineering, from identification of user issues to recording of issues in a defects database, participation in a defects triaging process, and support for testing of software releases to resolve user issues.
  • Knowledgeable of U.S Navy ranks and rates.

DESIRED QUALIFICATIONS:

Three years of experience (desired) in: 

  • Using one or more 4.0 IT systems: SPIDER, SAILOR, TDAD and HARPS* 
  • Coordinating, organizing, and executing large-scale IT system demonstrations and training. 
  • The Navy modernization process for ships and shore sites. 
  • End-to-end lifecycle management of Navy technical manuals. 
  • Navy’s NTSP development process. 



COVID Policy: Prospective and/or new employees are 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. Where work is performed strictly at a customer site, customer site vaccination requirements preempt 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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