Senior Help Desk Support Specialist

SAIC•Tampa, FL

9h•Onsite

About The Position

SAIC is seeking a Tier 1 Support Specialist to support an IT Service Management effort at MacDill Air Force Base (AFB) in Florida. SAIC provides strategic, technical, and program management guidance and support services to facilitate the operations and modernization of the combatant command’s infrastructure, systems, and applications. The successful candidate works on high-visibility or mission critical aspects of a given program and performs all functional duties independently; oversees the efforts of less senior staff and/or is responsible for the efforts of all staff assigned to a specific job.

Requirements

Tier 1 Support Specialist experience
Strong communication skills
Experience supporting Information Systems and networks
Experience with remote communications equipment, mobile communication systems, secure telephone equipment, video conferencing terminals, laptops, desktops, computer peripherals and other equipment.
Experience testing mobile communications equipment and communications suites
Experience providing on-site technical support, including travel to CONUS locations
Experience performing installation, repair, and preventative maintenance of workstations and related software/hardware
Experience imaging Windows 11 OS
Experience deploying equipment
Experience performing asset management
Experience troubleshooting software and hardware failures
Experience returning equipment to operational status within agreed upon Service Level Agreement parameters
Experience interacting with government leads, supervisors, peer groups and customers
Experience installing, troubleshooting, repairing, operating, and maintaining networking equipment, encryption devices, computers, workstations, laptops, thin clients, printers, scanners, and any other equipment
Experience managing and maintaining service records for user devices, including local circuits, telephones, and cellular/personal electronic devices.
Experience providing technical support, administration, and maintenance for a variety of voice communication systems, including VoIP and satellite technology.
Experience utilizing ServiceNow to manage, document, and resolve user-reported incidents, service requests, and trouble tickets.

Responsibilities

Provides Tier 2 deskside end-user support with strong communication skills
Support Information Systems and networks, including remote communications equipment, mobile communication systems, secure telephone equipment, video conferencing terminals, laptops, desktops, computer peripherals and other equipment.
Test all mobile communications equipment and communications suites to ensure all equipment is operational. The equipment shall be ready to deploy within one hour of the notifications for deployment.
Provides on-site technical support, to include travel to CONUS locations, by performing installation, repair, and preventative maintenance of workstations and related software/hardware, image Windows 11 OS, deploy equipment, and perform asset management.
Troubleshoots software and hardware failures and applies domain specific knowledge to return equipment to operational status within agreed upon Service Level Agreement parameters.
Interacts daily with government leads, supervisors, peer groups and customers in order to manage workflow in timely and professional manner.
Install, troubleshoot, repair, operate, and maintain networking equipment, encryption devices, computers, workstations, laptops, thin clients, printers, scanners, and any other equipment within the scope of this task.
Manages and maintains service records for several hundred user devices, including local circuits, telephones, and cellular/personal electronic devices.
Provides technical support, administration, and maintenance for a variety of voice communication systems, including VoIP and satellite technology.
Utilizes ServiceNow to manage, document, and resolve all user-reported incidents, service requests, and trouble tickets in a timely manner.