Technical Support II /USACISA-P - Military veterans preferred

2020-03-19
SAIC (www.saic.com)
Other

/yr

  full-time   employee


Pyongtaek
96271
South Korea

Description

SAIC is seeking experienced Help Desk Technicians for Tier 2 support positions in Pyeongtaek, S. Korea !

 

 

Self starters will manage open tickets and keep call resolution and customer satisfaction high and call/ticket backlogs low.  The Tier 2 operates on 24/7 shifts, and all personnel will be available to work any shift.  Must be able to provide trouble ticket analysis, identify trends and patterns in trouble tickets, and report or escalate as needed.  Troubleshooting skills must be top notch to respond across all SD functional areas including service desk and field services across team.  Experience with Track It/Skylab/SolarWinds and ability to enter and track tickets to conclusion. 

 

DUTIES AND RESPONSIBILITIES:

  • Install, upgrade, support and troubleshoot printers, computer hardware, mobile devices, Chrome OS, Windows OS, and other authorized desktop applications and peripheral equipment.

  • Troubleshoot problem areas (in person, by telephone, or via remote access) in a timely and accurate fashion, and provide direct end user assistance where required

  • Install, diagnose, repair, maintain, and upgrade hardware and equipment (including but not limited to PCs, laptops, printers, scanners and cell phones) to ensure optimal performance.

  • Perform general preventative maintenance tasks on computers, laptops, printers, and any other authorized peripheral equipment unless prohibited by existing customer warranties

  • Responsible for monitoring, operating, managing, troubleshooting and restoring service to end user’s PCs or laptops that have authorized access to the network

  • Troubleshoot problems associated with network connectivity, and workstation hardware/software

  • Clean and repair computer hardware, such as keyboards and printers.

  • Familiarize and train end users on basic software, hardware and peripheral device operation

  • Take ownership and responsibility of queries, issues and problems (tickets) assigned

  • Maintain adequate knowledge of approved operating systems and application software used to provide a high level of support

Qualifications

EDUCATION AND EXPERIENCE:

 

AA Degree in related discipline and one year related experience; Or, High School and two (2) years of related experience with relevant certification.

 

 

CERTIFICATIONS: 

  • All employees must possess the required credentials; meet required technical, information assurance (IA), computing environment, and training certification and license requirements; and pass minimum experience qualification standards commensurate with their positions and responsibilities at start date and keep those qualifications up-to-date to maintain their eligibility to perform in the position on the contract.  
  • All personnel must be ITIL Foundation certified at time of contract start (may be able to obtain within 30-90 days)
  • All Service Delivery Support Service Desk II personnel must be at least Information Assurance Technical (IAT) Level II-certified (or higher).  Must have any one of the following certifications at a minimum IAT II:

    • (IAT Level II - CCNA Security, CySA+, GICSP, GSEC, Security+CE, CNS, or SSCP)

    • IAT Level III - CASP+CE, CCNP Security, CISA, CISSP or Associate, GCED, or GCIH)

  • Must have a Computing Environment certification in Windows or Linux or other customer approved certification (Some examples include MCSA, MCSE, MCSD or several others)

 

 

CLEARANCE:

  • Must have an active Secret clearance 

Desired Qualifications