Description
Description
SAIC is seeking a Knowledge Center Support Specialist to support DCSA's OneIT program. This is a FULLY REMOTE position, with no onsite requirements.
All qualified candidates must currently possess an active Secret Clearance and an IAT LvII Cert (ie, Sec+).
Program Overview
Make a difference for national security by joining a team of dedicated IT professionals who will sustain, modernize, and transform the enterprise IT capabilities for the Defense Counterintelligence and Security Agency (DCSA). SAIC is proud to be supporting DCSA in safeguarding our nation's information. DCSA is the designated oversight authority on the accreditation of classified facilities, information systems, and the insider threat program.
This involves security oversight of more than 10,000 companies and approximately 13,000 facilities involved in classified work throughout the DoD and 31 Federal agencies. Specifically, on the DCSA One IT program, SAIC will provide an enterprise IT solution that delivers highly secured and adaptable IT infrastructure, provides customer support, and cutting-edge technologies that support operations and advance the DCSA mission under a single IT environment (i.e., One IT).
Job Duties/Responsibilities:
• Supports the Knowledge Management (KM) function and process across the DCSA IT enterprise IAW ITIL best practices in support of the delivery of high-quality IT services to the DCSA customers
• Supports Knowledge Management needed to operate the Knowledge Center for customer service support on DCSA's portfolio of mission applications
• Ensures the IT organization collects, analyzes, stores and shares knowledge and information, as and when required, across the entire service lifecycle
• Coordinates and collaborates with customer support, IT service desk and desktop engineering/automation teams to identify, create, curate, audit, and maintain currency of knowledge articles and knowledge base
• Works with managers and supervisors to ensure that the teams understand and utilize the knowledge base effectively
• Researches, maintains, recommends, and applies expertise in emerging technologies, and industry developments, trends, best practices, and principles of IT knowledge management
• Provides guidance for documentation and other methods to facilitate knowledge transfer between teams, such as when an application is handed from the development team to the O&M team.
• Supports the training team in planning, preparing, and providing training and internal knowledge transfer
• Provide inputs into the Activity Report
Qualifications
It is required that the Knowledge Center Support have the following qualifications:
• BA/BS and 5+ years of relevant experience. An additional years of relevant experience may be considered in lieu of a degree
• Must be a US Citizen and currently possess an active DoD Secret clearance
• IAT-II certification (i.e., CCNA-Security, CySA+, Security+ CE, and/or CND)
• Experience with ticketing (SNOW Preferred)
• Knowledge of Internet browsers, settings, cache and privacy controls
• Ability to learn software applications to assist users efficiently and adaptively to new software or programs
• Provide first-level contact and problem resolution for users on the applications we support
• Support company cybersecurity efforts
• Excellent verbal and written communication skills with the ability to communicate effectively
• Ability to take ownership of issues, escalating incidents to other support teams where necessary
• Highly motivated team player with the skills and ability to manage changing priorities
Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
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