Job Description

**Description** SAIC is seeking a highly motivated **IT Help Desk Support Specialist** to join our Cloud One team. 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 AFB, MA.** Please note that work may not be immediately available, but we are actively recruiting. **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 and Certifications:** + Interim Secret clearance required; Ability to obtain a Secret clearance required to maintain employment + US citizenship required + Security + Certification or higher **Required Qualifications:** + 1-2 years experience as a Service Desk Agent + Excellent customer service skills + Experience with Jira, Confluence and/or Service Now as user ticketing systems + Excellent demonstrated verbal and written skills **Desired Qualifications:** + Experience working with US Air Force Cloud One, C1 Dev, GCCS CCE Operations or DoD + Experience with AWS, Microsoft Azure, Oracle Cloud and/or Google Cloud Platform + Experience with and knowledge of DoD (NIPRNet / SIPRNet) + ITIL v4 certification + Experience with Tier 2 ticket management + Knowledge of Active Directory REQNUMBER: 2506893 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

Job Tags

Interim role, Immediate start, Flexible hours, Shift work,

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