Computer User Support Specialist

The National Security Customer Group of SAIC is seeking a Computer User Support Specialist to support an IT support effort for USTRANSCOM located at Scott Air Force Base (AFB) in Illinois.  The USTC Managed Information Technology Services (MITS) contract is intended to provide strategic, technical, and program management guidance and support services to facilitate the operations and modernization of the combatant command’s infrastructure, systems, and applications. This support will be provided to the USTC Command, Control, Communications & Cyber Systems Directorate (TCJ6).

The successful candidate will assist the as the primary point of contact for users experiencing a service disruption or requesting a service and/or a service change. They will document and facilitate service requests and restore normal service to the user IAW priority level response times. 

• Provides Tier 1 & 2 deskside end-user support with strong interaction skills

• Troubleshoot hardware and software issues, image Windows 11 OS, deploy equipment, and perform asset management.

• Perform IMAC (Install, Move, Add, Change) procedures and equipment lifecycle refresh activities. 

• Utilize ServiceNow for updating the IT service management system of record, documenting problem resolution, tracking progress, and ensuring SLA compliance. Update the status of service requests within the IT service management system. 

• Experience supporting Active Directory, MS Office Suite, VPN, SCCM, VTC, MS Teams.

• Escalates complex problems to upper-level engineers.

• Must have a broad base of support and diagnostic knowledge and be fluent in multiple IT disciplines such as computing, networking, voice systems, integration, and domain administration. 

• Escalation point for Junior and Mid-level desk side engineers. 

• Ability to act independently in a high visibility customer environment, as well as the ability to engage engineers from multiple teams to troubleshoot issues. 

• Troubleshoots complex issues that were unable to be remediated by junior and mid-level engineers
   

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.