Computer User Support Specialist

SAIC; Illinois; On-site; USD 40,000 - 80,000; Full time

Job summary

SAIC is seeking a Computer User Support Specialist to support IT services for USTRANSCOM at Scott Air Force Base, Illinois. The role provides Tier 1 & 2 deskside support, images Windows 11, deploys equipment, and manages assets to restore service quickly.

The candidate will document requests in ServiceNow, ensure SLA compliance, and work with Active Directory, MS Office, VPN, SCCM, VTC, and MS Teams, escalating complex issues as needed in a high-visibility environment.

Qualifications

• Bachelor's Degree & ten or more years of experience.
• DoD Top Secret clearance.
• IAT Level II certifications or equivalent (Security+, CECCNA-Security, CySA+, GICSP, GSEC, CND, SSCP).
• Experience documenting and writing technical guidance for personnel.
• MS Office suite proficiency and ability to manage priorities in a fast-paced environment.

Responsibilities

• Provide Tier 1 & 2 deskside end-user support and troubleshoot hardware/software.
• Image Windows 11, deploy equipment, and manage assets.
• Perform IMAC tasks and lifecycle refresh activities.
• Use ServiceNow to document requests, track progress, and ensure SLA compliance.
• Support Active Directory, VPN, SCCM, VTC, MS Teams; escalate complex issues.
• Coordinate with multiple teams and act as escalation point for junior staff.

Skills

End-user support

Windows imaging

Active Directory

Communication skills

Multitasking

Problem solving

Education

Bachelor's Degree

Tools

ServiceNow

SCCM

MS Teams

Job description

Job ID 2617090

Location Scott Afb, IL, US

Date Posted 2026-09-21

Category Information Technology

Subcategory IT Systems Engineer

Schedule Full-Time

Shift Day Job

Travel No

Minimum Clearance Required Top_Secret

Clearance Level Must Be Able to Obtain TS/SCI

Potential for Remote Work ORA_ON_SITE

Description

SAIC is seeking a Computer User Support Specialist to support an IT support effort for USTRANSCOM located at Scott Air Force Base (AFB) in Illinois. The USTC Managed Information Technology Services (MITS) contract is intended to provide strategic, technical, and program management guidance and support services to facilitate the operations and modernization of the combatant command’s infrastructure, systems, and applications. This support will be provided to the USTC Command, Control, Communications & Cyber Systems Directorate (TCJ6).

The successful candidate will assist the as the primary point of contact for users experiencing a service disruption or requesting a service and/or a service change. They will document and facilitate service requests and restore normal service to the user IAW priority level response times.

• Provides Tier 1 & 2 deskside end-user support with strong interaction skills
• Troubleshoot hardware and software issues, image Windows 11 OS, deploy equipment, and perform asset management
• Perform IMAC (Install, Move, Add, Change) procedures and equipment lifecycle refresh activities.
• Utilize ServiceNow for updating the IT service management system of record, documenting problem resolution, tracking progress, and ensuring SLA compliance. Update the status of service requests within the IT service management system
• Experience supporting Active Directory, MS Office Suite, VPN, SCCM, VTC, MS Teams
• Escalates complex problems to upper-level engineers
• Must have a broad base of support and diagnostic knowledge and be fluent in multiple IT disciplines such as computing, networking, voice systems, integration, and domain administration
• Escalation point for Junior and Mid-level desk side engineers
• Ability to act independently in a high visibility customer environment, as well as the ability to engage engineers from multiple teams to troubleshoot issues
• Troubleshoots complex issues that were unable to be remediated by junior and mid-level engineers

This position is for Monday through Friday, normal business hours. However, employee may be required to provide after-hours and weekend support during planned or emergency events.

Qualifications

• Bachelor's Degree & ten or more years of experience
• DoD Top Secret clearance
• Must have at least one of these IAT Level II certifications Security+, CECCNA-Security, CySA+ **, GICSP, GSEC, CND, SSCP
• Must have at least one Computing Environment (CE) certification or certificate for the technical area of responsibility in either Network support/defense (e.g., Splunk, Cisco, McAfee, etc.) OR Operating System (e.g., Microsoft, Linux, Solaris, etc.)
• Experience researching and writing documentation and examples for technical personnel
• Experience with MS Office to include Word, PowerPoint, Visio and Project
• Ability to manage multiple, high, & competing priorities in a fast-paced, constantly changing environment
• Strong oral and written communication skills across all levels
• Self- starter and problem solver
• Ability to quickly grasp complex technical concepts and make them easily understandable in text and pictures
• Ability to communicate IT, networking, and security concepts to personnel at all levels of experience and responsibility

Desired Qualifications

• DoD TS/SCI clearance
• ITIL V4 Foundations certification

Target salary range $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.