Pending TSA Field IT Operations & Customer Support Opportunities

SAIC; Springfield (VA); On-site; USD 40,001 - 80,000; Full time

Job summary

SAIC is looking for talent to support the DHS TSA Field Operations program by providing IT end-user support services nationwide. Open positions, which include roles such as Service Desk Agents, Site Support Technicians, and Engineers, require US citizenship and varying degrees of experience. Education qualifications differ by position, ranging from High School diplomas to Bachelor’s degrees.

The target salary is between $40,001 and $80,000, dependent on experience and qualifications.

Qualifications

• Minimum US citizenship and the ability to obtain and maintain DHS Public Trust.
• 2-5 years of related experience preferred for IT positions.
• 5-10 years of related experience for Engineer/Manager roles.

Responsibilities

• Provide Tier 1 customer support as a SPOC / Service Desk Agent.
• Conduct on-site desk-side support as a Site Support Technician.
• Manage regional service delivery as an RSDM.

Skills

ITIL Foundation Certification

CompTIA A+ Certification

Experience with ITSM Ticketing tools

Experience with Cloud-Based Contact Center Platforms

Education

High School Degree/Associates for Service Desk/Site Technician

Bachelor's degree for Engineers/Managers

Job description

Job Description

SAIC is seeking incumbent and external talent to support the Department of Homeland Security (DHS) Transportation Security Administration (TSA) Field Operations & Customer Support (FOCUS) program. FOCUS will deliver nationwide IT end-user and field support services to approximately 85,000 TSA users at more than 500 locations, supporting TSA’s Office of Information Technology (OIT). Positions are contingent upon contract award. Award is anticipated no later than early July with Transition beginning shortly after. Positions will be located on site at locations across the United States.

Positions/Skillset List

• SPOC / Service Desk Agents (Tier 1 customer support.)
• Site Support Technicians / Field IT Specialists (on-site, desk-side support.)
• Regional Service Delivery Managers (RSDM.)
• IMAC / Field Project Technicians.
• DRSN Network Engineers (Freedom Center / Site W.)
• WebEOC Application Developers.
• Asset Management Specialists (Sunflower / Property Custodian.)
• HQ Telecom & AV/VTC Support Technicians.
• Land Mobile Radio (LMR) Technicians.
• Program/Project Management & QA Leadership.

Qualifications

• All positions will require a minimum US citizenship and ability to obtain and maintain a minimum of a DHS Public Trust. Some positions require a Secret and Top Secret.
• Educations requirements will vary by position
  • Service Desk/Site Technician/Field IT have a minimum requirement of High School Degree, Associates preferred with 2-5 years of related experience.
  • Engineers/Managers require a minimum Bachelor's degree in related field plus 5-10 years of related experience.

Desired Qualifications

• ITIL Foundation Certification.
• CompTIA A+ Certification.
• Experience with ITSM Ticketing tools (e.g. ServiceNow).
• Experience with Cloud-Based Contact Center Platforms (e.g. AWS Connect.)

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