Technical Support - Military veterans preferred

2022-05-10
SAIC (www.saic.com)
Other

/yr

  full-time   employee


Bellevue
Nebraska
68123
United States

Description

SAIC is hiring a Technical Support III to join our team in Elkhorn, Nebraska.

Job Description:

  • Resolve the required goal of 125 tickets monthly
  • Milestones are a minimum of 32 tickets weekly (approximately 7 per day)
  • Utilize Knowledge Base articles, Tactics, Techniques and Procedures (TTP), Standard Operating Procedures to resolve end users issues
  • Installing software verify that it has a certificate to operate/certificate of net-worthiness
  • Update all newly assigned tickets immediately from OPEN to ACKNOWLEDGED status
  • Know and apply 3-2-5 process (see training documentation)
  • Keep all tickets up to date. Changing status as needed
  • Keep managers informed of any appointments and/or duty time off.
    • VPN (work from home) is acceptable on a case-by-case basis only [coordinate approval prior with appropriate RM, Asst. Dep. Director, Deputy Director; (i.e. during inclement weather, facility maintenance (power/electric)
  • Check and respond to email (Outlook, SAIC and/or company specific) regularly throughout the work day
  • Log into Microsoft Lync Communicator daily (when you have access) show status
  • Communicate with your RM regularly throughout the work day
  • Complete required training and obtain/maintain CompTIA Security+/ITIL v3 Foundation Certification (within 60 days of start date)
  • You may be assigned to a team with a team leader who will assist with directing team assignments (assigning tickets, and providing technical guidance and/or training at discretion of RM)

Alternate Schedule / Weekend Work:

  • Each Region will, at a minimum, employ one (1) Technician every weekend for support. During this period the Technician will perform Tier 1 duties.
    • During small BAWs; the Technician will support Tier II requirements, unless support is required for T1.
  • Weekend work hours are the same as the technicians regular scheduled weekly work hours
  • Communication standards are consistent throughout
  • Tier 2 technicians will login to the Phone Web Client during the weekend and monitor call volume and assist when needed.

Qualifications

Education & Experience Requirements:

  • AA Degree in related discipline and three (3) years related experience; OR, High School and five (5) years related experience with relevant certification.
  • Prior IT Helpdesk / Desktop Support / Field Technician experience

Clearance Requirement:

  • Must be a US Citizen and currently possess a Secret security clearance.

Certification Requirement:

  • CompTIA Security+ preferred prior to start date or must be able to obtain within 60 days from date of hire.
  • Must obtain ITIL v4 Foundation certification within 60 days of start date


Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.