SAIC

Technology integrator delivering defense IT solutions

Computer User Support Specialist

IT Service Desk & End User SupportConfirmed live in the last 24 hours

Full-timeScott AFB, IL, USANo salary listedIn-person

About the Job

Requirements

A bachelor's degree and ten or more years of experience are required.
A DoD Top Secret clearance is required.
At least one IAT Level II certification is required: Security+, CECCNA-Security, CySA+, GICSP, GSEC, CND, or SSCP.
At least one Computing Environment certification or certificate is required for the technical area of responsibility, in network support or defense (for example, Splunk, Cisco, or McAfee) or operating systems (for example, Microsoft, Linux, or Solaris).
Experience researching and writing documentation and examples for technical personnel is required.
Experience with Microsoft Office, including Word, PowerPoint, Visio, and Project, is required.
The candidate must be able to manage multiple high-priority and competing priorities in a fast-paced, constantly changing environment.
Strong oral and written communication across all levels is required.
The candidate must be self-starting and able to solve problems.
The candidate must be able to quickly grasp complex technical concepts and explain them clearly in text and pictures.
The candidate must be able to communicate IT, networking, and security concepts to personnel at all levels of experience and responsibility.

Responsibilities

Serve as the primary point of contact for users experiencing service disruptions or requesting services or service changes.
Document and facilitate service requests, restore normal service, and meet response times according to priority.
Provide Tier 1 and Tier 2 deskside end-user support.
Troubleshoot hardware and software issues, image Windows 11, deploy equipment, and perform asset management.
Perform install, move, add, and change procedures and equipment lifecycle refresh activities.
Use ServiceNow to update the IT service management system of record, document problem resolution, track progress, ensure service-level agreement compliance, and update service request status.
Support Active Directory, Microsoft Office Suite, VPN, SCCM, VTC, and Microsoft Teams.
Escalate complex problems to upper-level engineers.
Troubleshoot complex issues that junior and mid-level engineers were unable to remediate.
Serve as an escalation point for junior and mid-level deskside engineers.
Work independently in a high-visibility customer environment and engage engineers from multiple teams to troubleshoot issues.
Provide support during normal business hours Monday through Friday, with after-hours and weekend support as needed during planned or emergency events.

Desired Qualifications

DoD TS/SCI clearance is desired.
ITIL V4 Foundations certification is desired.

SAIC is seeking a Computer User Support Specialist to support an IT support effort for USTRANSCOM located at Scott Air Force Base (AFB) in Illinois. The USTC Managed Information Technology Services (MITS) contract is intended to provide strategic, technical, and program management guidance and support services to facilitate the operations and modernization of the combatant command’s infrastructure, systems, and applications. This support will be provided to the USTC Command, Control, Communications & Cyber Systems Directorate (TCJ6).

The successful candidate will assist the as the primary point of contact for users experiencing a service disruption or requesting a service and/or a service change. They will document and facilitate service requests and restore normal service to the user IAW priority level response times.

Provides Tier 1 & 2 deskside end-user support with strong interaction skills
Troubleshoot hardware and software issues, image Windows 11 OS, deploy equipment, and perform asset management
Perform IMAC (Install, Move, Add, Change) procedures and equipment lifecycle refresh activities.
Utilize ServiceNow for updating the IT service management system of record, documenting problem resolution, tracking progress, and ensuring SLA compliance. Update the status of service requests within the IT service management system
Experience supporting Active Directory, MS Office Suite, VPN, SCCM, VTC, MS Teams
Escalates complex problems to upper-level engineers
Must have a broad base of support and diagnostic knowledge and be fluent in multiple IT disciplines such as computing, networking, voice systems, integration, and domain administration
Escalation point for Junior and Mid-level desk side engineers
Ability to act independently in a high visibility customer environment, as well as the ability to engage engineers from multiple teams to troubleshoot issues
Troubleshoots complex issues that were unable to be remediated by junior and mid-level engineers

This position is for Monday through Friday, normal business hours. However, employee may be required to provide after-hours and weekend support during planned or emergency events.

Bachelor's Degree & ten or more years of experience
DoD Top Secret clearance
Must have at least one of these IAT Level II certifications: Security+, CECCNA-Security, CySA+ **, GICSP, GSEC, CND, SSCP
Must have at least one Computing Environment (CE) certification or certificate for the technical area of responsibility in either Network support/defense (e.g., Splunk, Cisco, McAfee, etc.) OR Operating System (e.g., Microsoft, Linux, Solaris, etc.)
Experience researching and writing documentation and examples for technical personnel
Experience with MS Office to include Word, PowerPoint, Visio and Project
Ability to manage multiple, high, & competing priorities in a fast-paced, constantly changing environment
Strong oral and written communication skills across all levels
Self- starter and problem solver
Ability to quickly grasp complex technical concepts and make them easily understandable in text and pictures
Ability to communicate IT, networking, and security concepts to personnel at all levels of experience and responsibility

Desired Qualifications

DoD TS/SCI clearance
ITIL V4 Foundations certification

About the Company

SAIC

Technology integrator delivering defense IT solutions

SAIC is a technology integrator that supports the U.S. government with engineering and IT services for defense, space, and intelligence missions. Its offerings include integrating complex systems, software, data analytics, cybersecurity, and digital engineering to help national security programs run smoothly. The company operates by combining technical expertise with large-scale government contracts, delivering end-to-end solutions from planning and development to deployment and support. Unlike many firms that focus on a single product, SAIC differentiates itself through a long history of government work, its origins as an employee-owned company, and its growth through strategic acquisitions to broaden capabilities in digital engineering, mission IT, and related services. SAIC’s goal is to enable national defense and intelligence operations by providing the technology and services needed to design, build, and maintain critical systems at scale.

Company size: 10,001+
Company stage: IPO
Headquarters: Reston, VA
Founded: 1969

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