Service Desk Hardware Computing Technician

SAIC has an opportunity for a secret cleared Service Desk Hardware Lead position supporting the Enterprise IT contract for NORAD/NORTHCOM in Colorado Springs. The ideal candidate will be responsible for managing hardware benchstock, technical refresh deployments and ensure tickets are submitted in the ITSM tool for all hardware distributed and coordinating with logistics for return of broken/old equipment.

Required Qualifications:

• Must have a CompTIA A+ certification and a CompTIA Sec+ certification
• Must be able to communicate effectively via telephone or in person
• Must be able to present themselves in a professional manner
• Must be willing (if needed) to commute to a different location on Peterson SFB
• Ability to adapt in a fast pace and high demand environment 
• Performing tier 1 troubleshooting at the physical layer
• Understands the functional difference and capabilities of both Android and Apple IOS systems. 

• Knowledge of and experience in applying ITIL principles and standards to improve incident resolution and customer service standards.

   

Required Experience:

• Installing, configuring, and maintaining operating system workstations in support of business processing requirements
• Maintaining organizational inventory and physical accountability of equipment.
• Software installations and upgrades to operating systems and layered software packages
• Schedules installations and upgrades and maintains them in accordance with established IT policies and procedures
• Imaging NIPR & SIPR devices to achieve optimum performance levels.
• Ensures workstation data integrity by evaluating, implementing, and managing appropriate software and hardware solutions.
• Develops and maintains a comprehensive operating system hardware and software configuration database/library of all supporting documentation.
• Maintain a continuous monitoring effort for all incident and service request to ensure a continuous improvement environment for quality of service
• Contacting customers to provide real time updates regarding their incident or service request
• Maintained access to NIPR, SIPR workstations, and all additional programs used to assist the N & NC users
• Knowledge of DoD Mailbox provisioning using DOD Enterprise Provisioning Online (DEPO)
• Administrative privileges and experience using Active Directory
• Configuring, imaging, troubleshooting and utilizing Commercial Solution for Classified Solutions (CSFC) devices

Clearance Level Requirements: Must have active Secret level clearance and be open to moving it to TS/SCI level. 

Education Requirements: Bachelors plus 1-3 years experience or HS plus 4-6 years experience

Preferred Qualifications:

• Comprehends and Informs user base of educated responses in network outages or degradations
• Develops tier 0 implementations to ease transference of knowledge to user base.
• Understanding of incident management and COMSPOT reporting
• Flexibility to provide services during and outside of regular business hours if requested by Government Service Owners/Teams
• Comprehension of service desk Tactical Training Processes (TTP) & Standard Process Models (SPM)
• Develops and promotes standard operating procedures.
• Conducts routine hardware and software audits of workstations to ensure compliance with established standards, policies, and configuration guidelines.
• Must be comfortable carrying up to 35-50 lbs
• General knowledge on computer functions, shortcuts and virtual environments
• Experience using an ITSM tool to drive service delivery and performance.

• Basic Understanding of DoD environment and military rank structure.