Senior IT User Support & Service Desk Specialist

SAIC; United States; On-site; USD 65,000 - 95,000; Full time

Job summary

SAIC seeks a Computer User Support Specialist to back IT support for USTRANSCOM at Scott AFB, Illinois. You will serve as the primary contact for service disruptions, document requests, and restore services per priority SLA.

You will provide Tier 1 & 2 deskside support, image Windows 11, manage assets, and use ServiceNow to track resolutions and updates. Strong AD/Office, VPN, SCCM, VTC, and MS Teams experience is required.

Qualifications

• Bachelor's Degree & ten or more years of experience.
• DoD Top Secret clearance required.
• At least one IAT Level II certification: Security+, CECCNA-Security, CySA+, GICSP, GSEC, CND, SSCP.
• At least one Computing Environment certification or certificate for Network support/defense or Operating System.
• Experience researching and writing documentation for technical personnel.
• Experience with MS Office applications (Word, PowerPoint, Visio, Project).
• Ability to manage multiple, high-priority tasks in a fast-paced environment.
• Strong verbal and written communication across all levels.
• Self-starter and problem solver with ability to explain complex concepts clearly.
• Ability to communicate IT, networking, and security concepts to 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 and tracking service requests and SLA compliance.
• Support Active Directory, MS Office Suite, VPN, SCCM, VTC, MS Teams.
• Escalate complex problems to upper-level engineers.
• Act as escalation point for junior and mid-level engineers.
• Engage engineers from multiple teams to troubleshoot issues.
• Troubleshoot complex issues in a high-visibility customer environment.

Skills

End-user support

Deskside support

Strong communication

Independent worker

Problem solving

Education

Bachelor's degree

Tools

ServiceNow

Active Directory

SCCM

VPN

VTC

MS Teams

MS Office (Word, PowerPoint, Visio, Project)

Windows 11 image deployment

Job description

SAIC seeks a Computer User Support Specialist to back IT support for USTRANSCOM at Scott AFB, Illinois. You will serve as the primary contact for service disruptions, document requests, and restore services per priority SLA.

You will provide Tier 1 & 2 deskside support, image Windows 11, manage assets, and use ServiceNow to track resolutions and updates. Strong AD/Office, VPN, SCCM, VTC, and MS Teams experience is required.