Desktop Support

SAIC (Science Applications Int.)•Pierre, SD

46d•$50,000 - $55,000

About The Position

SAIC is seeking a Desktop Support in Pierre, SD to support the US Army Corps of Engineers (USACE) Revolutionary IT Services (RITS) program 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: This position can support ~$50-55k. 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.

Requirements

Associates degree and three (3) years' experience; additional two (2) years' experience can be considered in lieu of degree.
Must possess an active Interim Secret security clearance to start with the ability to obtain and maintain a full Secret; US Citizenship required.
Experience supporting Windows 10, and MS Office 2013.
Experience using Service Now or a similar ticketing system.
Experience in Tier II helpdesk environment.
Normal work hours are Monday through Friday; 8 hour shift between 7AM and 5PM local time. After hours support may be required on an infrequent basis.
Must have valid driver's license.

Nice To Haves

Must have a current DoD 8570 IAT Level I or higher certification (examples: A+ CE, Network+ CE, Security+ CE, etc).
Must obtain appropriate DoD 8570 IA Computing Environment Certification within 6 months of employment.

Responsibilities

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.