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 USTRANSCOM at Scott Air Force Base in Illinois. The role serves as the primary contact for users with service disruptions or requests and coordinates resolutions according to priority levels.

Responsibilities include Tier 1–2 deskside support, hardware/software troubleshooting, imaging Windows 11, asset management, and executing IMAC procedures. You will use ServiceNow to document issues, track progress, and ensure SLA compliance,

Qualifications

• Bachelor's Degree plus ten years of experience.
• DoD Top Secret clearance required.
• One of these IAT Level II certs: Security+, CECCNA-Security, CySA+, GICSP, GSEC, CND, SSCP.
• CE certification or certificate in Network support/defense or OS management.
• Experience documenting and sharing technical information.
• Proficient with MS Office (Word, PowerPoint, Visio, Project).
• Able to manage multiple high-priority tasks in a fast-paced environment.
• Strong written and oral communication across all levels.
• Self-starter with problem-solving skills.
• Ability to translate IT concepts for diverse audiences.

Responsibilities

• 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 procedures and equipment lifecycle refresh activities.
• Utilize ServiceNow for updating the IT service management system, documenting problem resolution, tracking progress, and ensuring SLA compliance.
• Experience supporting Active Directory, MS Office Suite, VPN, SCCM, VTC, MS Teams.
• Escalates complex problems to upper-level engineers.
• Act as escalation point for Junior and Mid-level desk side engineers.
• Engage engineers from multiple teams to troubleshoot issues.
• Troubleshoot complex issues that could not be remediated by junior staff.

Skills

Active Directory

MS Office Suite

VPN

ServiceNow

Education

Bachelor's Degree

Tools

SCCM

VTC

MS Teams

Job description

Description

SAIC is seeking a Computer User Support Specialistto 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 asthe 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 toinclude 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.