Tier II Helpdesk Support

Description

SAIC is seeking Tier II Helpdesk Support in Champaign, IL to support the US Army Corps of Engineers Revolutionary IT Services (USACE RITS) program to provide second-tier support to end-users for PC, server, mainframe applications, and hardware and interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Handle escalated tickets from first-tier help desk support.

JOB DESCRIPTION:

• Perform technical, operational, and training support to users of personal computers either by telephone, or on-site for PC desktop hardware and software packages
• Install and test personal computers, printers, and other peripherals
• Configure operating system, load shrink-wrap programs and other application software programs
• Troubleshoot printer, computer, and peripheral incidents
• Perform hardware and software diagnostics, coordinate needed repairs, resolve computer system problems, including coordination between users and components of a local area network, and participates in the evaluation of system configuration and software
• Simulates or recreates user problems to resolve operating difficulties and recommends systems modifications to reduce user problems

Qualifications

REQUIRED EDUCATION AND EXPERIENCE:  

• Associates and three (3) years or more of related experience; experience accepted in lieu of degree
• Experience in Tier II helpdesk environment 
• Experience installing and configuring Windows 10 and MS Office 365 applications
• Experience using ServiceNow, Remedy, or a similar ticketing system
  Must be able to work Monday through Friday; 8 hour shift any time between 6AM and 6PM local time. (after hours support may be required on an infrequent basis)
• Must be willing to travel when necessary
• Must have a valid driver’s license

REQUIRED CERTIFICATIONS:

• Current DoD 8570 IA Baseline Certification, IAT Level I (examples: A CE, Network CE, SSCP, CCNA-Security certifications)

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

 

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.