SAIC is looking for a PC Maintenance Technician to support a team working on the Korean Peninsula providing Mission Command Network operations and maintenance services to organizations and users serviced by the United States Army Command Information Systems Activity Pacific.
Provide customers with expert Tier-1 and Tier-2 on/off site support, workstation, network troubleshooting services, security incident response and training support.
Workstation and network troubleshooting service via secure telephone, non-secure telephone, and/or Government-designated remote desktop application
Creation, tracking and timely resolution of Trouble Ticket
If Service Desk personnel determine that they are unable to resolve a customer's problem, they will escalate the trouble ticket.
Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.
Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records.
May route calls to product line specialists, application, or system support specialists.
Maintains and updates records and tracking databases.
Alerts management to recurring problems and patterns of problems. (It should be understood that this is not intended to be a detailed nor comprehensive description of any individual employee's job content.
Managers set the specific duties and responsibilities for each employee). Considerable knowledge of the job.
Complete acquaintance with and understanding of the general and detailed aspects of the job and their practical applications to problems and situations ordinarily encountered.
Supervision Received: General supervision and instructions given for routine work, and detailed instructions given for new activities or special assignments.
Errors may be detected and corrected but may cause moderate loss of time or customer/user dissatisfaction.
Contacts are typically with individuals within own department and occasionally with contacts outside own organization. Contacts involved obtaining or providing information or data requiring some explanation or interpretation.
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.
Must have current/active Secret security clearance.
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
Computing Environment certification such as Windows Computing environment (MCSA, MCSE, MCP, Linux etc)