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IT Application Support Specialist

Company: SAIC
Location: Broomfield
Posted on: October 17, 2020

Job Description:

Job ID:

2013204

Location:

BROOMFIELD

,

CO

,

US

Date Posted: 2020-08-11

Category: Information Technology

Subcategory: Technical Support

Schedule: Full-time

Shift: Day Job

Travel: No

Minimum Clearance Required: None

Clearance Level Must Be Able to Obtain: Public Trust

Potential for Remote Work: No

Description

SAIC has teamed with the GSA to design, develop and support the evolution of IT Service Delivery for the GSA Enterprise. GSA IT requires an Information Technology Infrastructure Library (ITIL)-based solution that has an integrated, enterprise-wide focus to deliver shared IT services in accordance with GSA IT’s governance structure and portfolio-based framework.

Job Description

Provides first line technical support for local and remote users, resolving technical problems and answering queries through various channels such as telephone, chat, email, and tickets submitted online.

Follows all company and department documented policies and procedures. Identifies, diagnoses isolates, and resolves problems with hardware, software, network, and system/applications utilizing technical skills, historical database records, and knowledgebase documentation.

Supporting commercial (COTS) software, customer specific applications, internet browsers, desktops, laptops, mobile devices and more.

May route tickets to product line specialists, application, or system support specialists, requiring clearly documented descriptions of customers request and any troubleshooting performed. Maintains and updates records in Incident Management system.

Qualifications

Required Education/Skills

AA degree and minimum 1 year of technical support experience in a call center environment or high school diploma/GED and 2 years of experience.

Proven hardware/software troubleshooting experience

Proven experience providing effective and professional communication, addressing moderately complex technical issues via telephone, email, and chat

Demonstrated commitment and ability to provide excellent customer service

Ability to work well with all teammates in a fast-paced SLA driven environment

Interpersonal skills and excellent written and oral communications, including the ability to collaborate effectively

Understanding of IT concepts/practices and experience with common service desk software.

Proven ability to think and troubleshoot logically and act decisively in critical situations

Experience supporting Microsoft Office and Windows OS in an enterprise environment

Experience with account administration and password resets in a Microsoft Active Directory environment

Availability:

Ability to arrive and start work promptly at beginning of scheduled shift

Clearance Required Must be a US Citizen and possess a US “Public Trust” clearance, Secret (or higher) clearance, or be able to obtain a Public Trust clearance.

Desired 3+ years of experience in computer hardware/software support

ITIL Certification

Familiarity with government IT environment and administrative processes

Technical certifications such as A+, N+, MCP, MCSE, CCNA

Strong working knowledge of Windows 7, IE 8 and higher, Google applications, VPN software, VDI, and other commonly used commercial products

SAIC is a premier technology integrator solving our nation's modernization and readiness challenges. Our offerings across defense, space, civilian, and intelligence markets include high-end solutions in engineering, IT, and mission outcomes. We integrate the best components from our portfolio with our partner's ecosystem to deliver innovative and effective solutions. We are 25,500 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, VA, SAIC has annual revenues of nearly $7.1 billion. For information, visit saic.com or Working at SAIC for benefits details. SAIC is an Equal Opportunity Employer empowering people no matter their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or veteran status. We strive to create a diverse, inclusive and respectful work culture that values all.

Keywords: SAIC, Broomfield , IT Application Support Specialist, Other , Broomfield, Colorado

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