Service Desk Technician II - Military veterans preferred

Scientific Applications & Research Associates, Inc. (SARA) is a world-class Defense Research and Development enterprise, with a charter to create new and emerging technology innovations in support of Commercial & Government organizations. We have expertise in RF, EMP, Pulsed Power, Acoustics and Threat Warning Systems; partnering with our customers to address real-world problems with cost-effective solutions… that work.

SARA is looking for a remarkably talented, motivated, and creative Service Desk Technician II to support operations and security activities out of our Colorado Springs, CO location.

The primary function of this role is to serve as a lead Service Desk Technician for the Colorado Springs, CO location and periodically remotely support the Cypress, CA location. Analyze problems and provide technical assistance, support, and advice to end users for hardware, software, and systems. Study and resolve computer software and hardware problems of users. Act as a contact for users having problems using computer software, hardware, and operating systems. Determine whether problem is caused by hardware, software, or system. Answer questions, applying knowledge of computer software, hardware, systems, and procedures. Talk with co-workers to research problems and find solutions. Ask user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions. Call software and hardware vendors to request service regarding defective products. May write or revise user-training manuals and procedures. May develop training materials, such as exercises and visual displays. May train users on software and hardware on-site or in classroom. Install Computers, software, and peripheral equipment, following procedures and using hand tools.

Core Responsibilities:

• Provide basic (Tier 1) and intermediate (Tier 2) technical support to customers and peers including application and hardware support, troubleshoot network connectivity, and assist with requests regarding account administration, training, distribution and documentation of software, system, and network status
• Monitor trouble ticket queues and emails for timely customer engagement and resolution
• Install, maintain, configure, troubleshoot/repair IT hardware, and software (includes, but is not limited to, desktop PCs, laptops, tablets, scanners, printers, mobile cellular devices, peripherals in an environment consisting of Windows 10, Linux, and MAC operating systems)
• Track, replenish, and maintain IT supplies and assets
• Utilize Active Directory Users and Computers (ADUC), Manage Engine products, and O365 Admin Center to administer user and computer accounts, security groups, and distribution lists
• Work independently and as part of a team to troubleshoot and solve hardware and software issues for the user community
• Interact daily with Senior IT Staff and customers; interaction normally involves exchange or presentation of information via the phone, email, or face-to-face communication
• Interact well with peers, end users, and external support organizations in a professional and courteous manner
• Be comfortable working in a fast-paced semi-virtual environment

Requirements:

Preferred Qualifications:

• CompTIA A+
• CompTIA Security+

SARA offers a competitive benefits package to include:

• Medical, dental, vision, disability and life insurance; and other supplemental programs
• A generous PTO program (vacation, sick, holiday)
• Tuition & certification reimbursement
• Flexible work schedules
• Employee bonuses
• 401(k) match/profit sharing
• Employee Stock Ownership Plan (ESOP)

Pay Range: $24 - $33.65 / hour (DOE)

Application Deadline: June 6, 2024

U.S. citizenship is required for most positions. (www.SARA.com)

SARA, Inc. is an Equal Opportunity Employer; employment with SARA, Inc. is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status.

Applicants wishing to view a copy of SARA Inc.’s Affirmative Action Plan for veterans and individuals with disabilities, or applicants requiring reasonable accommodation to the application/interview process should notify the Human Resources Department at (719) 302-3117.