Senior IT Help Desk & End-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

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,