Description
Description
SAIC is seeking a Network Technician with a fully adjudicated Secret clearance for fully remote work. The Help Desk Technician will support DISA Storefront Global Service Desk team and will be responsible for all Tier I and II escalated incidents, to perform proactive near-real-time system monitoring that is applicable to the DISA Storefront solutions/application(s); troubleshoot and resolve trouble tickets, collaborate with development team to recreate problems in test environment, verify issue resolution on customer's behalf, verify with the customer that the issue has been resolved and update using the Remedy ticketing system. This is for the nightshift, 11pm-7am Eastern Time, 5 days per week starting on Sunday evenings.
Qualifications
Qualifications:
· Bachelor's Degree in a related technical discipline, or the equivalent combination of education, technical certifications, or training or work experience.
· 5+ years of directly related experience in supporting Tier II and Help Desk operations.
· Proficient in the use of BMC Remedy, or JIRA Service Desk, or PRISM, or ServiceNow “Support IT”, contract and purchasing software.
· Familiarization with specific technologies (e.g. Oracle, Sybase, RedHat, Windows, ClearCase, Serena etc.) desired.
· Proficiency in MS Office products.
· Knowledgeable in the use of remote-control utilities to resolve customer issues.
· Familiar with a variety of field's concepts, practices, and procedures.
· Experience in providing technical support and troubleshooting network, desktop and/or systems hardware and software.
· Excellent communication, business analytical and problem-solving/trouble shooting skills.
· Effective Customer Service and management skills/capabilities; including a demonstrated ability to work cross-functionally (internally) and/or externally.
Clearance Requirement:
- Active Secret Clearance
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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