What are the responsibilities and job description for the Technical Support position at SAIC Career Site?
Description
SAIC is hiring a Technical Support to support US Army Reserve Command (USARC) at Fort McCoy, Wisconsin to provide second-tier support for computer systems, hardware, and software, to end-users via phone, remote access, and desktop support. Handle escalated tickets from first-tier help desk support.
NOTE: This position supports customers Monday – Friday at either 8am-5pm or 7am-3:30pm and may require weekend support on rare occasions.
JOB DESCRIPTION:
- Responds to Tier I and Tier II support request via multiple sources such as a phone, email, Microsoft Teams
- Monitor, troubleshoot, track and resolve Help Desk support tickets
- Maintain records/logs of repairs and fixes
- Remotely troubleshoot issues for offsite user
- Utilize Knowledge Base articles, Tactics, Techniques and Procedures (TTP), Standard Operating Procedures to resolve end users issues
- Follows established procedures for performing configuration changes, updates and upgrades and assist in the deployment of new images, software/hardware upgrades and fixes
- Documents solutions to common problems and responses to frequently asked questions
Qualifications
REQUIRED EDUCATION AND EXPERIENCE:
- Associates Degree and three (3) years related experience; OR, High School and five (5) years related experience
- Experience in Tier I OR Tier II helpdesk environment
- Experience using ServiceNow, Remedy, or a similar ticketing system
- Experience installing and configuring Windows 10 and MS Office 365 applications
REQUIRED CLEARANCE:
- Must be able to obtain a full Secret Clearance; Interim Secret required prior to start, SAIC will help to obtain
- Must be a current US Citizen
REQUIRED CERTIFICATION:
- CompTIA Security CE preferred prior to start date or must be able to obtain within 60 days from start date
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.
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