Computer User Support Specialist

SAIC; Shiloh (IL); 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 provides Tier 1–2 deskside end-user support, images Windows 11, deploys equipment, and manages assets within ServiceNow and AD.

The ideal candidate has a DoD TS/SCI background, at least ten years' experience, and IAT Level II certifications. You will work with multiple teams, handle high-priority incidents, and may provide after-hours support.

Qualifications

• Bachelor's Degree required and ten+ years of experience.
• DoD Top Secret clearance required.
• At least one IAT Level II certification (e.g., Security+, CECCNA-Security, CySA+, GICSP, GSEC, CND, SSCP).
• At least one CE certification or certificate for Network/Defense or OS (e.g., Splunk, Cisco, McAfee; Microsoft, Linux, Solaris).
• Experience researching and writing documentation for technical personnel.
• MS Office proficiency including Word, PowerPoint, Visio and Project.

Responsibilities

• Provide Tier 1 & 2 deskside end-user support with strong interaction skills.
• Troubleshoot hardware and software issues; image Windows 11; deploy equipment; manage assets.
• Perform IMAC procedures and asset lifecycle refresh.
• Use ServiceNow to document requests, track progress, and ensure SLA compliance.
• Support Active Directory, MS Office, VPN, SCCM, VTC, MS Teams.
• Escalate complex problems to senior engineers.
• Act as escalation point for junior and mid-level engineers.
• Work independently in a high-visibility environment and coordinate across teams.

Skills

Deskside support

Communication skills

Customer service

Education

Bachelor's Degree

DoD Top Secret clearance

IAT Level II certifications

CE certification in Network/OS

Tools

Active Directory

MS Office Suite

VPN

SCCM

VTC

MS Teams

ServiceNow

Job description

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.

REQNUMBER: 2617090

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