Technical Support - Military veterans preferred



  full-time   employee

United States


SAIC is hiring a Technical Support to join our team in Fort McCoy, Wisconsin


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.


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 have the ability to obtain the interim Secret Security clearance to begin working on the contract.  Must be able to obtain the full Secret Security clearance.  SAIC will assist with the process of obtaining the interim Secret clearance for the qualified candidate.

Certification Requirement:

  • CompTIA Security+ preferred prior to start date or must be able to obtain within 60 days from start date.
  • 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.