SAIC is seeking a Help Desk Service Specialist to support an IT Service Desk effort for USTRANSCOM located at Scott Air Force Base (AFB) in Illinois approximately 23 miles from St. Louis, MO. 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 join the Service Desk team and under supervision assist users experiencing a service disruption or requesting a service and/or a service change. The Service Desk will document and facilitate service requests and restore normal service to the user IAW priority level response times.

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
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.

Required Qualifications:

BS Four (4) 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

Desired Qualifications:

DoD TS/SCI clearance
ITIL Foundations (v4 or higher) certification
HSDI

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