Technical Support II

Job Description

Description

SAIC is hiring a Technical Support Specialist to join our team in Pyeongtaek, Korea. 

SUMMARY: 
The Cybersecurity, Network Operations and Maintenance of IT Support Team will provide professional, contract, technical, logistics, and management support for the USACISA-P as one of their the service providers in the Republic of South Korea (ROK). For the US and Allied units throughout the ROK, the USACISA-P mission includes contract oversight, supporting and providing input for implementation, operations, support, and maintenance of assigned technology systems, including critical support for US and allied military leadership. Support requires work to have work performed in the ROK as designated Mission Essential staff members, and therein staff members will be afforded Invited Contractor (IC) status in accordance with the Mutual Defense Treaty between the ROK and the USA as defined in US Force Korea Regulation 700-19.

JOB DESCRIPTION:

• This may be a shift work position in a 24x7x365 environment requiring flexibility in work hours.
• Responsible for providing the first-line of customer support of hardware, systems, sub-systems and/or applications for customers and/or employees.
• Answers basic questions about installation, operation, configuration, customization, and usage of assigned products.
• Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
• Escalates complex problems to higher tiers as required.
• Typically provides customer support for internal and external customers.
• Escalates complex problems to higher level of expertise within organization.
• Documents all customer interactions within a ticketing system.
• This is a pathway position for aspiring IT professionals.
• Career progression may include government security clearances and industry certifications.
• Resolves technical problems and answers queries by telephone or self-service ticket for English and Korean speaking customers in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.
• Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records.
• May route calls to product line specialists, application, or system support specialists. Maintains and updates records and tracking databases.
• Alerts management to recurring problems and patterns of problems. (It should be understood that this is not intended to be a detailed nor comprehensive description of any individual employee's job content. Managers set the specific duties and responsibilities for each employee).
• General supervision and instructions given for routine work, and detailed instructions given for new activities or special assignments.
• Considerable knowledge of the job.
• Complete acquaintance with and understanding of the general and detailed aspects of the job and their practical applications to problems and situations ordinarily encountered.
• Supervision Received: General supervision and instructions given for routine work, and detailed instructions given for new activities or special assignments.
• Errors may be detected and corrected but may cause moderate loss of time or customer/user dissatisfaction.
• Contacts are typically with individuals within own department and occasionally with contacts outside own organization. Contacts involved obtaining or providing information or data requiring some explanation or interpretation.

Qualifications

REQUIRED EDUCATION, EXPERIENCE, AND SKILLS:

• Associate ' s Degree in Computer Networking/Engineering or related field and one year related experience; Or, High School and two (2) years of related experience with relevant certification
• 2 years of experience in an IT support role
• Must be bilingual in Korean / English
• Able to work rotating shifts

REQUIRED CERTIFICATIONS:

• Personnel must be at least Information Assurance Technical (IAT) Level II-certified (or higher) prior to start date. Must have any one of the following certifications at a minimum IAT II:
  • IAT Level II - Security+ CE, CCNA Security, CySA+, GICSP, GSEC, CNS, or SSCP
• Computing Environment Certification required prior to start date
  • MDAA (MD-100 & MD-101) - PREFERRED
  • AZ-900 Microsoft Azure Fundamentals
  • AZ-500: Azure Security Engineer Associate
  • SC-300: Identity and Access Administrator Associate
  • SC-900: Security, Compliance, and Identity Fundamentals
  • GIAC Certified Windows Security Administrator (GCWN)                                                                                                  
• All personnel must be ITIL Foundation certified at time of contract start (or must be able to obtain within 60 days from hire date)

REQUIRED SECURITY CLEARANCE:

• Must have an active secret clearance

#USACISA-P 

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.