24/7 Service Desk Specialist Job Listing at SAIC in Hanscom Air Force Base, MA (Job ID 2506893)

Description

Description

SAIC is seeking a highly motivated 24/7 Service Desk Specialist to join our Cloud One team. 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) and/or Hanscom AFB, MA.  Please note that work may not be immediately available, but we are actively recruiting.

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

Qualifications

Required Clearance and Certifications:

• Interim Secret clearance required; Ability to obtain a Secret clearance required to maintain employment
• US citizenship required
• Security + Certification or higher 

Required Qualifications:

• 1-2 years experience as a Service Desk Agent
• Excellent customer service skills
• Experience with Jira, Confluence and/or Service Now as user ticketing systems
• Excellent demonstrated verbal and written skills

Desired Qualifications:

• Experience working with US Air Force Cloud One, C1 Dev, GCCS CCE Operations or DoD
• Experience with AWS, Microsoft Azure, Oracle Cloud and/or Google Cloud Platform
• Experience with and knowledge of DoD (NIPRNet / SIPRNet)
• ITIL v4 certification
• Experience with Tier 2 ticket management
• Knowledge of Active Directory