Cloud One O&S Customer Support Analyst

Job Description

Description

JOB DESCRIPTION:

SAIC is seeking a highly motivated Customer Support Analyst to join our Cloud One team. The selected candidate will Coordinate and Create Tier 2 and Tier 3 tickets, SAIC Coordinator / Account Creator POC for of SAAR C1FAMS/R4 process – (Environment Account Creations (Active Directory) Account Creator queue handling requests from FAMS system). 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).
• SAIC Coordinator / Account Creator POC for of SAAR C1FAMS/R4 process.
• Support other service desk activities as needed.
• Provides first contact and incident resolution to customers 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 Qualifications:

• Bachelors degree in a Computer Sciences, Engineering or other IT related field or equivalent work experience and High Scholl Diploma.
• 2 years experience as a Service Desk Analyst.
• Experience with Tier 2 ticket management.
• Experience with Jira, Confluence and Service Now as user.
• Excellent, demonstrated verbal and written skills.
• Security + Certification
• Interim/Secret Clearance

Desired Qualifications:

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

Target salary range: $75,001 - $100,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.

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.