Jobs via Dice · 1 day ago
Help Desk Service Specialist
Scott AFB, IL
Full-time
Onsite
Senior Level, Lead/Staff
$40K/yr - $80K/yr
10+ years expSAIC is a premier technology integrator providing full life cycle services and solutions in the technical, engineering, intelligence, and enterprise information technology markets. They are seeking a Help Desk Service Specialist to support an IT Service Desk effort for USTRANSCOM, assisting users experiencing service disruptions and managing service requests.
Computer Software
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems
Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software
Reports design, reliability and maintenance problems or bugs to design engineering/software engineering
May be involved in customer installation and training
Provides support to customer/users where the product is highly technical or sophisticated in nature
Installs, modifies, removes, and repairs telecommunications infrastructure such as fiber and copper cabling, termination points, and associated programming
Provides technical support, administration, and maintenance for a variety of voice communication systems, including VoIP and satellite technology
Utilizes ServiceNow to manage, document, and resolve all user-reported incidents, service requests, and trouble tickets in a timely manner
Acts as a primary point of contact for users experiencing technical issues, diagnosing and resolving hardware, software, and network malfunctions
Performs additional duties as assigned to support ongoing telecommunication operations and Tier 1 support
Generally interacts directly with the customer/user when the product is highly technical or sophisticated in nature, such as with systems level software where the user has a technical background
Additionally, may interact with product support personnel and potentially the customer when the customers problem cannot be resolved directly by first-level resources
Support as needed per direction of the Service Desk Lead
This position is for Monday through Friday, normal business hours. However, employee may be required to provide after-hours and weekend support during planned or emergency events
Qualification
Required
BA/BS
Ten (10) or more years of experience
DoD Secret clearance
Must have at least one of these IAT Level II certifications: Security+, CECCNA-Security, CySA+, GICSP, GSEC, CND, SSCP
Must have at least one Computing Environment (CE) certification or certificate for the technical area of responsibility in either Network support/defense (e.g., Splunk, Cisco, McAfee, etc.) OR Operating System (e.g., Microsoft, Linux, Solaris, etc.)
Experience researching and writing documentation and examples for technical personnel
Experience with MS Office to include Word, PowerPoint, Visio and Project
Ability to manage multiple, high, & competing priorities in a fast-paced, constantly changing environment
Strong oral and written communication skills across all levels
Self-starter and problem solver
Ability to quickly grasp complex technical concepts and make them easily understandable in text and pictures
Ability to communicate IT, networking, and security concepts to personnel at all levels of experience and responsibility
Preferred
ITIL Foundations (v4 or higher) certification
HSDI
Company
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