SAIC is hiring a Technical Support III to join our team in Elkhorn, Nebraska.
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.
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
Must be a US Citizen and currently possess a Secret security clearance.
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.