System Support Specialist - (Puerto Rico)

Serco; San Juan (PR); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

Tuition reimbursement

Job summary

Serco Inc. in Puerto Rico is seeking a System Support Specialist to provide on-site IT infrastructure support for the Army USACE program. You will deploy to CASTLE-NET field offices, perform AV/VTC and network uptime tasks, and ensure compliance with USACE IT policies.

The role requires DoD SECRET clearance, IAT Level II, and a strong background in end-user devices, network troubleshooting, and ticketing. Travel up to 10% and ability to obtain a U.S. Passport are also expected.

Qualifications

• Active DoD SECRET security clearance is required.
• IAT Level II baseline certification or higher is required.
• High School Diploma/GED with 6+ years in IT-related training/experience; or an Associate/Bachelor degree with related experience.

Responsibilities

• Provide on-site AV/VTC and network support across sites.
• Assist with network account management, file shares, and SLA tracking.
• Troubleshoot outages and coordinate with program-level and regional staff.

Skills

AV/VTC support

Network troubleshooting

IT infrastructure

End-user support

SLA tracking

Education

High School Diploma or GED

Associate degree

Bachelor’s degree

Tools

Polycom 500 & SX80

SIPRNET

IT ticketing systems

Job description

Position Description & Qualifications

Are you a

Position Description & Qualifications

Are you a System Support Specialist looking for a place where you can make an impact every day? Serco is the place for you! Join our Defense team supporting our Army USACE program in this exciting role based out of Puerto Rico.

Army USACE enable improving operational performance and cost reductions through business process definition, analysis, and development of technical capabilities which automate processes or improve transparency for analytics and decision making.

In support of this effort you will provide on-site technical support and assistance by deploying to CASTLE-NET program field offices for IT infrastructure and end-user device wellness checks. Conducts network performance evaluations, checks conference room equipment, supports end-user devices, and ensures compliance with USACE IT policies. Assists with IT equipment disposal training and supports onsite personnel with IT issue ticketing.

This position is contingent upon your ability to maintain/transfer your Secret Clearance

In This Role, You Will

• Provide support in maintaining, troubleshooting, upgrading, and administering AV/VTC systems, sub-systems and components.


• Provide assistance with network account management, file share management, tech refresh services management, SIPRNET transition, legacy application and server reduction, database management, Service Level Agreement (SLA) tracking, invoice processing, Move Add Change (MAC) management, and application workbook maintenance.


• Troubleshoot system outages and engage with program-level support personnel, base-level communications, and regional staff to resolve issues.


• Provide support to resolve technical issues that arise during sustainment including maintenance trend analysis, technical issue resolution, interfacing with OEM, analysis of alternatives, and proposing solutions to improve uptime and readiness for locally installed systems.


• Provide customer support to include receiving calls for network connection, troubleshooting network issues/outages, process firewall change request and answer general network questions.

To Be Successful In This Role, You Will Have

• An active DoD SECRET security clearance


• An up to date Information Assurance Technical (IAT) Level II baseline certification


• High School Diploma/GED and a minimum of 6 years of experience in technical training related to Information Technology, Cyber Security, Computer Science, or related discipline
  
  
  
  • Or a Associates degree and 4 years of relevant experience
  
  
  • Or a Bachelors degree with 2 years of relevant experience
  
  
  
  


• IT related knowledge and experience particularly in providing AV/VTC support


• Experience in operating, maintaining, troubleshooting and upgrading Polycom 500 and SX 80 VTC and other related AV/VTC systems or sub-systems


• Ability to travel up to 10%


• Ability to obtain and maintain a valid U.S Passport

Company Overview

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

To review Serco benefits please visit: https://careers.serco-na.com/us/en/what-we-offer. If you require an accommodation with the application process please email: [e-mail] or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.

Candidates may be asked to present proof of identity during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see our Applicant Privacy Policy and Notice.

Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email [e-mail].

Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Pay Transparency

Our Total Rewards package includes competitive pay, performance-based incentives, and benefits that promote well-being and work-life balance—so you can thrive both professionally and personally. Eligible employees also gain access to a wide range of benefits from comprehensive health coverage and health savings accounts to retirement plans, life and disability insurance, and time-off programs that support work-life balance. Program availability may vary based on factors such as contract type, location, hire date, and applicable collective bargaining agreements.

Salary range

The hourly amount for this position can be found at the top of this posting. This role is covered by the Service Contract Act. For positions on this contract, we will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor and the Wage Determination (WD). The wage rate will vary depending on the locality. Additionally, you will receive Health and Welfare Benefits based on the WD for the contract.

Benefits – Comprehensible benefits for full-time employees (part-time members receive a limited package tailored to their role):

• Medical, dental, and vision insurance


• Robust vacation and sick leave benefits, and flexible work arrangements where permitted by role or contract


• 401(k) plan that includes employer matching funds


• Tuition reimbursement program


• Life insurance and disability coverage


• Optional coverages that can be purchased, including pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection


• Birth, adoption, parental leave benefits


• Employee Assistance Plan that includes counseling conditions


• Specific benefits are dependent upon the specific contract as well as whether the position is covered by a collective bargaining agreement or Service Contract Labor Standards.

To review all Serco benefits please visit: https://careers.serco-na.com/us/en/about-us.

Serco complies with all applicable state and local leave laws, including providing time off under the Colorado Healthy Families and Workplaces Act for eligible Colorado residents, in alignment with our policies and benefit plans. The application window for this position is for no more than 60 days. We encourage candidates to apply promptly after the posting date, as the position may close earlier if filled or if the application volume exceeds expectations. Please submit applications exclusively through Serco’s external (or internal) career site. If an applicant has any concerns with job posting compliance, please send an email to: [e-mail].