Tech Lead

Description

SAIC is seeking a Tech Lead in Norfolk, VA

Job Responsibilities: 

• Answering queries and resolving first and second level technical issues for local and remote users through various channels such as telephone, chat, email, and tickets submitted online.
• Adhering to all company and department policies and procedures.
• Responding to escalated tickets from first line staff, diagnosing, identifying, isolating, and resolving problems with hardware, software, network, and system/applications utilizing advanced technical skills, historical database records, and knowledgebase documentation.
• Supporting commercial (COTS) software, customer specific applications, internet browsers, desktops, laptops, mobile devices and more. 
• May route tickets to product line, application, or system support specialists, requiring clearly documented description of situation and any troubleshooting already performed.
• May monitor phone and chat queues, email inbox, and the status of service desk tickets to ensure they are completed in a timely manner, alerting management of recurring problems or patterns of problems.
• Providing guidance and possibly coaching to other technicians and may have limited leadership responsibilities within the team.
• Contributing to knowledgebase growth and improvement, representing service desk in interactions with other support teams, and may participate in special projects as required.

Qualifications

Requirements:

1. Minimum 3 Months on the service desk
2. SIPRnet qualified
3. NNPI qualified
4. Mobility/IOS qualified
5. VIP qualified
6. Meets all compliancy requirements
7. Operating on location ( This is not a remote opportunity )
8. Experience providing training on technical subject matter
9. Stellar attendance
10. Security+ Certified and current
11. No recent write -ups or disciplinary issues
12. Must be actively engaged in chats providing guidance to analysts
13. Proven experience providing effective and professional communication, addressing complex technical issues via telephone, email, and chat
14. Demonstrated commitment and ability to provide excellent customer service
15. Ability to provide leadership to teammates in a fast-paced SLA driven environment
16. Interpersonal skills and excellent written and oral communications, including the ability to collaborate effectively and coach others
17. Deep understanding of IT concepts/practices and experience with common service desk software
18. Proven ability to think and troubleshoot logically and act decisively in critical situations
19. Extensive experience supporting Microsoft Office, Windows 10, and others as necessary
20. Experienced with account administration practices and Identity Management tools, understands common related security practices

Clearance Requirement: 

Must have an active Secret Security Clearance 

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.