DescriptionSAIC 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).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
QualificationsRequired Clearance and Certifications:
Interim Secret clearance required to start; Ability to obtain a Secret clearance required to maintain employment
US citizenship required
Must have a Security + Certification or higher to maintain employment
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
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
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.
REQNUMBER: 2406602SAIC 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