Desktop Support

Desktop Support

SAIC is seeking a Desktop Support in Nashville, TN to support the US Army Corps of Engineers (USACE) Revolutionary IT Services (RITS) program to provide second-tier support to end-users for PC, server, mainframe applications, and hardware and interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Handle escalated tickets from first-tier help desk support.

Job Description:

• Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.
• Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records.
• May route calls to product line specialists, application, or system support specialists.
• Maintains and updates records and tracking databases.
• Alerts management to recurring problems and patterns of problems.
• Perform technical, operational, and training support to users of personal computers either by telephone, or on-site for PC desktop hardware and software packages.
• Install and test personal computers, printers, and other peripherals.
• Configure operating system, load shrink-wrap programs and other application software programs.
• Troubleshoot printer, computer, and peripheral incidents.
• Perform hardware and software diagnostics, coordinate needed repairs, resolve computer system problems, including coordination between users and components of a local area network, and participates in the evaluation of system configuration and software.
• Simulates or recreates user problems to resolve operating difficulties and recommends systems modifications to reduce user problems.

Qualifications:

• Required Education and Experience:
• Associates and three (3) years or more of related experience; two (2) additional years of experience accepted in lieu of degree.
• Experience supporting Windows 10, and MS Office 2013.
• Experience using Service Now or a similar ticketing system.
• Experience in Tier II helpdesk environment.
• Normal work hours are Monday through Friday; 8 hour shift between 7AM and 5PM local time. After hours support may be required on an infrequent basis.
• Must have valid driver's license.
• Required Certifications:
• Must have a current DoD 8570 IAT Level I or higher certification (examples: A+ CE, Network+ CE, Security+ CE, etc).
• Must obtain appropriate DoD 8570 IA Computing Environment Certification within 6 months of employment.
• Required Clearance:
• Must be able to obtain a full Secret clearance; Interim Secret required prior to hire, SAIC will help to obtain.
• Must be a current US Citizen.