Description

　　SAIC is seeking a highly motivated Site Support Technical Specialist to join our Cloud One team on a 24/7 support desk. The selected candidate will create and triage Tier 1 and Tier 2 tickets. Candidates must have a flexible schedule to work any shift needed per the call volume. The Air Force Cloud One Program is an existing global, interconnected, virtualized, hybrid, and IT infrastructure that hosts mission systems, applications, services, and data in support of DoD Services and Agencies. Cloud One incorporates the capabilities of Cloud Service Providers (CSPs) and DevSecOps principles to provide common services and facilitate cloud application migrations to IL-4, IL-5 and IL-6 (NIPRNet / SIPRNet) cloud environments. This position is 100% onsite. Work will be performed at Gunter Air Force Base (Montgomery, AL) and/or Hanscom Air Force Base (Massachusetts).

　　Job Responsibilities:

　　Point of contact for Cloud One Service Now Tier 2 and 3 tickets for IL-4, IL-5, IL-6 (NIPRNet / SIPRNet)

　　SAIC Coordinator / Account Creator POC for of SAAR C1FAMS/R4 process

　　Support other service desk activities as needed

　　Provide first contact and incident resolution to customer with hardware, software, and application problems including both customer telephone support as well as electronically submitted requests

　　Troubleshoot, resolve, and/or escalate technical issues

　　Provide polite and friendly customer service

　　Record and track issues from onset to conclusion, support account creation and provisioning process, systematically interpret user problems, identify solutions, escalate and report incidents and outages, and communicate effectively with customers till resolution

　　Qualifications

　　Required Clearance:

　　Interim Secret clearance required to start; Ability to obtain a Secret clearance required to maintain employment

　　US citizenship required

　　Required Qualifications:

　　AA Degree or GED and two (2) years' experience

　　Excellent customer service skills

　　Experience with Jira, Confluence and/or Service Now as user ticketing systems

　　Excellent demonstrated verbal and written skills.

　　Security + Certification or higher

　　Desired Qualifications:

　　1-2 years experience as a Service Desk Agent

　　Experience working with US Air Force Cloud One, C1 Dev, or GCCS CCE Operations

　　Experience with AWS, Microsoft Azure, Oracle Cloud and/or Google Cloud Platform

　　Experience with and knowledge of DoD (NIPRNet / SIPRNet)

　　ITIL v4 certification desired

　　Experience with Tier 2 ticket management

　　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.REQNUMBER: 2400721

　　SAIC is a premier technology integrator, solving our nation’s most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability