Desktop Support

Job ID: 2404618

Location: NASHVILLE, TN, US

Date Posted: 2024-04-22

Category: Information Technology

Subcategory: Technical Support

Schedule: Full-time

Shift: Day Job

Travel: No

Minimum Clearance Required: Interim Secret

Clearance Level Must Be Able to Obtain: Secret

Potential for Remote Work: No

Description

SAIC is seeking a Desktop Support in Nashville, TN to support the US Army Corps of Engineers (USACE) Revolutionary IT Services (RITS) to provide second-tier support to end-users for PC, server, mainframe applications, and hardware and interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Handle escalated tickets from first-tier help desk support.

NOTE: Must be willing to travel within a 2 hour radius, to other USACE locations, during work hours.

JOB DESCRIPTION:

• Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.
• Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records.
• May route calls to product line specialists, application, or system support specialists.
• Maintains and updates records and tracking databases.
• Alerts management to recurring problems and patterns of problems.
• Perform technical, operational, and training support to users of personal computers either by telephone, or on-site for PC desktop hardware and software packages
• Install and test personal computers, printers, and other peripherals
• Configure operating system, load shrink-wrap programs and other application software programs
• Troubleshoot printer, computer, and peripheral incidents
• Perform hardware and software diagnostics, coordinate needed repairs, resolve computer system problems, including coordination between users and components of a local area network, and participates in the evaluation of system configuration and software
• Simulates or recreates user problems to resolve operating difficulties and recommends systems modifications to reduce user problems

Qualifications

REQUIRED EDUCATION AND EXPERIENCE:

• Associates and one (1) years or more of related experience; two (2) additional years of experience accepted in lieu of degree
• Experience in Tier II helpdesk environment
• Experience installing and configuring Windows 10 and MS Office 365 applications
• Experience using ServiceNow or a similar ticketing system
• Must be able to work Monday through Friday; 8 hour shift any time between 6AM and 6PM local time. After hours support may be required
• Must be willing to travel to other locations within 2 hour radius during work hours

REQUIRED CERTIFICATIONS:

• Current DoD 8570 IA Baseline Certification, IAT Level I (examples: A+ CE, Network+ CE, SSCP, CCNA-Security certifications)

REQUIRED CLEARANCE:

• Must be able to obtain a full Secret Clearance; Interim Secret required prior to start, SAIC will help to obtain

SAIC accepts applications on an ongoing basis and there is no deadline.

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.