Job description

SAIC is seeking a Service Desk Technician II to serve as the face of a new team, interacting directly with users and stakeholders to resolve Tier I and Tier II technical issues for the Army Research Laboratory in Aberdeen, MD. Work is performed on site. Join our dynamic team at a top-tier organization, where work-life balance and employee well-being take center stage. This exciting opportunity lets you contribute to cutting-edge projects while safeguarding our national security. Job Responsibilities: • Provide Tier I and Tier II technical support for hardware and software. • Recommend system modifications to enhance the usability of Information Systems and network resources. • Route and escalate requests to Tier III and other teams for quick customer issue resolution. • Work alongside network services, software systems engineering teams, and/or application development teams to restore service and correct core problems. Required Education and Yrs of experience: • Must have a High School Diploma with two (2) years of relevant experience working in an IT or Service Desk environment. Clearance Requirements: • Must be a US Citizen. • Must have an active DoD Secret Clearance. And must be willing to obtain a Top Secret clearance. Required Certification: • IAT Level II Certification equivalent or higher per DoD 8570/DoD 8140 (CompTIA Security+ CE, CCNA Security, GICSP, GSEC, SSCP, etc.). • Must receive Microsoft 365 Certified: Endpoint Administrator Associate, or equivalent, within 6 months of start date. Preferred: • BA/BS degree in Computer Science, Information Systems, or a related field with a comprehensive understanding of computer science concepts. • Proficiency with Microsoft Office products. • Experience creating and modifying documentation for technical processes and procedures. • Experience working in a Department of Defense (DoD) environment. • A problem solver and troubleshooter who thrives in resolving complex problems. • Strong self-starter requiring minimal supervision. • Excellent communication skills (written and oral) and interpersonal skills. • Excellent organizational skills, attention to detail, and ability to prioritize and manage multiple tasks.

Requirements

Must-haves

Provide Tier I and Tier II technical support for hardware and software.
Recommend system modifications to enhance the usability of Information Systems and network resources.
Route and escalate requests to Tier III and other teams for quick customer issue resolution.
Work alongside network services, software systems engineering teams, and/or application development teams to restore service and correct core problems.
Must have a High School Diploma with two (2) years of relevant experience working in an IT or Service Desk environment.
Must be a US Citizen.
Must have an active DoD Secret Clearance. And must be willing to obtain a Top Secret clearance.
IAT Level II Certification equivalent or higher per DoD 8570/DoD 8140 (CompTIA Security+ CE, CCNA Security, GICSP, GSEC, SSCP, etc.).
Must receive Microsoft 365 Certified: Endpoint Administrator Associate, or equivalent, within 6 months of start date.

Nice-to-haves

BA/BS degree in Computer Science, Information Systems, or a related field with a comprehensive understanding of computer science concepts.
Proficiency with Microsoft Office products.
Experience creating and modifying documentation for technical processes and procedures.
Experience working in a Department of Defense (DoD) environment.
A problem solver and troubleshooter who thrives in resolving complex problems.
Strong self-starter requiring minimal supervision.
Excellent communication skills (written and oral) and interpersonal skills.
Excellent organizational skills, attention to detail, and ability to prioritize and manage multiple tasks.

Application prep

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Platform: oracle-cloud
Effort: medium

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