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Description

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.

REQNUMBER: 2510986

SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability